CX Learning & Development Specialist

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

Benefits offered by this job

Medical, Dental, Vision Insurance

401(k) company match

Paid Time Off

Job summary

Antylia Scientific is seeking a Learning & Development Specialist – Customer Experience in Vernon Hills, IL. Hybrid work arrangement supports onboarding, upskilling, and ongoing coaching to elevate frontline service quality.

The role focuses on developing training materials, including SOPs and scripts, and leveraging AI tools to personalize learning and improve CSAT/NPS metrics. A Bachelor’s degree and 3–5 years in related roles are preferred.

Qualifications

• Excellent facilitation and coaching skills.
• Strong communication abilities for all levels of the organization.
• Experience delivering soft skills and customer service training programs.

Responsibilities

• Lead onboarding, refresher training, and upskilling for customer service teams.
• Develop and deliver training on customer experience, communication, and service workflows.
• Create training materials: SOPs, call guides, scripts, videos, e-learning modules.
• Facilitate role plays, simulations, and scenario-based training to improve skills.
• Provide coaching post-training to ensure live contact readiness.
• Track participation and engagement metrics to measure impact.
• Identify training gaps from CSAT, complaints, and escalations.

Skills

Facilitation

Communication

Coaching

CRM knowledge

AI tools for training

Education

Bachelor’s degree in Business/Communications

CX certifications (plus)

Tools

LMS

Content creation platforms

Job description

Antylia Scientific is seeking a Learning & Development Specialist – Customer Experience in Vernon Hills, IL. Hybrid work arrangement supports onboarding, upskilling, and ongoing coaching to elevate frontline service quality.

The role focuses on developing training materials, including SOPs and scripts, and leveraging AI tools to personalize learning and improve CSAT/NPS metrics. A Bachelor’s degree and 3–5 years in related roles are preferred.