Senior AI-Driven L&D Lead for CX Excellence

Gusto; Scottsdale (AZ); Hybrid; USD 86,000 - 130,000; Full time

Benefits offered by this job

Equity (RSUs)

Competitive base pay with benefits

Health benefits

Job summary

Gusto is seeking a Senior Learning & Development Specialist to lead design, delivery, and governance of CX learning programs. You will design robust courses, manage multiple cohorts, and coach teams on AI-enabled approaches while partnering with senior leaders across CX.

The role emphasizes data-driven decision making, stakeholder collaboration, and scalable learning solutions in a fast-paced environment.

Qualifications

• 5+ years of L&D experience required.
• Ability to travel up to 50% of the time.
• Proactive, solution-oriented with strong organizational skills.
• Adaptability and a passion for continuous learning in a fast-paced environment.
• Proven experience in learning program design, development, and facilitation across multiple areas.
• Strong coaching skills to mentor learners and junior team members.
• Data-driven mindset with ability to analyze outcomes and use insights.

Responsibilities

• Facilitate in-person, virtual, and hybrid learning sessions across multiple knowledge areas.
• Lead comprehensive course design efforts and ensure alignment with business goals.
• Manage complex, high-visibility learning programs end-to-end.
• Oversee multiple CX Academy cohorts and monitor learner progress.
• Operationalize AI tools to automate repetitive program tasks.
• Develop high-level communication strategies for learning initiatives.
• Collaborate with leadership and cross-functional teams for stakeholder buy-in.

Skills

L&D experience

Facilitation

Instructional design

Program management

Stakeholder management

Data analytics

Tools

AI tools

AI-enabled authoring tools

Analytics dashboards

Job description

Gusto is seeking a Senior Learning & Development Specialist to lead design, delivery, and governance of CX learning programs. You will design robust courses, manage multiple cohorts, and coach teams on AI-enabled approaches while partnering with senior leaders across CX.

The role emphasizes data-driven decision making, stakeholder collaboration, and scalable learning solutions in a fast-paced environment.