• Oversee the full training lifecycle—from learning needs analysis to design, delivery, and evaluation.
• Oversee end-to-end development, modification, and maintenance of training contents of clients as part of IntouchCX's content development/shared services offerings.
• Manage a team of L&D professionals, including facilitators/trainers and instructional designers/content developers.
• Collaborate with stakeholders to define performance gaps and identify learning solutions that support both leadership and frontline capability building.
• Ensure training content is up-to-date, relevant, and aligned with the company’s values and strategic priorities.
• Drive adoption of learning technologies and methodologies, including gamification, blended learning, and microlearning.
• Champion a culture of continuous learning by introducing new tools, platforms, and content formats.
• Evaluate the effectiveness of training programs using frameworks such as Kirkpatrick’s Levels of Evaluation.
• Build and maintain strong relationships with business leaders to ensure the L&D function is delivering measurable value.
• Design and lead train-the-trainer programs to scale instructional initiatives across multiple sites and roles.
  
  

• Post-secondary degree or equivalent is preferred.
• At least 7 years experience in Learning & Development, with a blend of experience in training delivery and instructional design.
• At least 3 years of experience in a leadership or managerial role within an L&D function.
• Demonstrated expertise in learning needs analysis, curriculum design, and program facilitation.
• Experience leading both virtual and in-person training sessions for a variety of audiences, including people managers and support teams.
• High proficiency with authoring tools (e.g., Articulate, Captivate) and multimedia tools (e.g., Canva, Camtasia)
• Experience working with Learning Management Systems to deploy and track training programs.
• A deep understanding of instructional frameworks such as ADDIE, Bloom’s Taxonomy, and the Inductive Method.
• A strategic mindset with strong project management skills and the ability to deliver results in a fast-paced environment.
• A passion for people development, collaboration, and driving performance through learning.

Please refer to job description.