Senior CX L&D Architect: AI-Driven Learning & Coaching

certexamdb.com; Northern, New York (KY, NY); On-site; USD 91,000 - 136,000; Full time

Job summary

Gusto is seeking a Senior Learning & Development Specialist to design and deliver data-driven, AI-infused learning experiences for CX teams. You will lead program design, facilitate sessions across multiple knowledge areas, and coach participants while partnering with senior stakeholders to drive business impact.

In this role, you will own end-to-end learning programs, optimize learning content with AI-enabled tools, and ensure alignment with strategic goals in a fast-paced environment.

Qualifications

• 5+ years of L&D experience required.
• Ability to travel up to 50% of the time.
• Proven experience in learning program design, development, and facilitation across multiple knowledge areas.
• Data-driven mindset with the ability to analyze program outcomes and use insights for continuous enhancement.
• Demonstrated experience designing, implementing, and evaluating AI-enabled learning solutions.

Responsibilities

• Facilitate in-person, virtual, and hybrid learning sessions across at least six knowledge areas.
• Lead instructional design and communications efforts for learning materials and methods.
• Manage complex learning programs end-to-end with cohort oversight and continuous improvement.
• Develop and execute AI-enabled curriculum design approaches to improve personalization and scalability.
• Oversee stakeholder management and data visualization to inform decision-making.

Skills

L&D experience

Coaching

Data-driven

AI tools in L&D

Prompt engineering

Tools

AI tools

LLMs

APIs/integrations

Content creation tools

Job description

Gusto is seeking a Senior Learning & Development Specialist to design and deliver data-driven, AI-infused learning experiences for CX teams. You will lead program design, facilitate sessions across multiple knowledge areas, and coach participants while partnering with senior stakeholders to drive business impact.

In this role, you will own end-to-end learning programs, optimize learning content with AI-enabled tools, and ensure alignment with strategic goals in a fast-paced environment.