Customer Service Learning Architect

Grainger; Lake Forest (IL); Hybrid; USD 73,000 - 122,000; Full time

Job summary

Grainger in Lake Forest, IL, is seeking a Customer Service Learning Development Consultant to design and deliver innovative learning solutions across onboarding, team member enrichment, and cross-functional training deployments.

You will partner with business leaders to define outcomes, develop content for in-person, virtual, and eLearning delivery, and measure impact on metrics like First Contact Resolution and Average Handle Time.

Qualifications

• Bachelor's degree in training and development or related field required or equivalent experience.
• 5+ years designing and developing adult learning content.
• Proficiency with Articulate Storyline, Articulate Rise, Camtasia, and Vyond; advanced MS Office skills.
• Ability to design content for multiple delivery modes incl. eLearning.
• Experience gathering requirements and translating into content.

Responsibilities

• Design and develop training content for in-person, virtual, and eLearning delivery.
• Perform needs assessments and identify knowledge gaps with stakeholders.
• Plan and conduct train-the-trainer sessions and support content rollout.
• Measure impact with defined outcomes and analytics; drive continuous improvement.
• Collaborate with cross-functional teams and communicate with leadership.

Skills

Instructional design

Communication

Needs analysis

Facilitation

Education

Bachelor's Degree in training and development or related field

Graduate degree in instructional design or related field (preferred)

ATD/Center for Effective Performance certifications (preferred)

Tools

Articulate Storyline

Articulate Rise

Camtasia

Vyond

Microsoft Office

Job description

Grainger in Lake Forest, IL, is seeking a Customer Service Learning Development Consultant to design and deliver innovative learning solutions across onboarding, team member enrichment, and cross-functional training deployments.

You will partner with business leaders to define outcomes, develop content for in-person, virtual, and eLearning delivery, and measure impact on metrics like First Contact Resolution and Average Handle Time.