Customer Experience Training Strategist

Antylia Scientific; Vernon Hills (IL); Hybrid; USD 60,000 - 72,000; Full time

Benefits offered by this job

Medical, Dental, Vision Insurance

Disability Insurance

Life Insurance

401(k) company match

Paid Time Off (15 days annually)

Paid Holiday time (10 days)

Tuition Assistance

Job summary

Antylia Scientific in Vernon Hills, IL, is seeking a Learning & Development Specialist to design, deliver, and continuously improve training for customer service teams.

You will lead onboarding, upskilling, coaching, and measure impact on CSAT, NPS, and FCR, using AI-enabled tools and LMS to create engaging content.

Collaborate with supervisors and operations to close performance gaps and ensure compliance with service standards.

Qualifications

• Strong understanding of customer service principles and customer journey management.
• Excellent facilitation, communication, and coaching skills.
• Experience delivering soft skills and customer service training programs.
• Experience with quality monitoring, coaching, and performance improvement.
• Familiarity with CRM systems and customer interaction tools.
• Ability to analyze customer feedback and translate insights into training actions.
• Experience with training tools, LMS, and content creation platforms preferred.
• Data-driven mindset with ability to track and improve performance metrics.

Responsibilities

• Conduct new hire onboarding, refresher training, and ongoing upskilling for customer service teams.
• Develop and deliver training on customer experience, communication, soft skills, and service workflows.
• Create training materials including SOPs, call guides, scripts, videos, and interactive learning modules.
• Facilitate role plays, call simulations, and scenario-based training to improve customer handling skills.
• Provide nesting support and post-training coaching to ensure smooth transition to live customer interactions.
• Partner with Supervisors to design and execute coaching plans for low-performing agents.
• Track training participation, completion, and engagement metrics.
• Analyze customer feedback trends (CSAT, complaints, escalations) to identify training gaps.
• Conduct case audits and review customer interactions to ensure quality and compliance with service standards.
• Develop and maintain quality scorecards aligned with customer experience expectations.
• Maintain and update knowledgebase content to reflect process, policy, and product changes.
• Support real-time operations via chat groups and floor support to guide agents on customer interactions.
• Identify process improvement opportunities based on training insights, customer feedback, and operational challenges.
• Leverage AI tools to generate training content, simulate customer interactions, and personalize learning journeys.
• Utilize AI-driven insights (speech analytics, sentiment analysis) to improve training effectiveness and customer experience.
• Collaborate with Operations and Leadership to align training with business KPIs (CSAT, NPS, FCR, AHT).
• Performs other duties as assigned.

Skills

Customer service principles

Facilitation

Coaching

Communication

Training design

Data-driven

Project management

Education

Bachelor's degree (Business Admin / Communications)

CX/Training/Coaching certifications (preferred)

Tools

CRM systems

LMS

Content creation platforms

AI tools

Job description

Antylia Scientific in Vernon Hills, IL, is seeking a Learning & Development Specialist to design, deliver, and continuously improve training for customer service teams.

You will lead onboarding, upskilling, coaching, and measure impact on CSAT, NPS, and FCR, using AI-enabled tools and LMS to create engaging content.

Collaborate with supervisors and operations to close performance gaps and ensure compliance with service standards.