Senior L&D Architect: AI‑Driven CX Learning

Triwill Group; Denver, Northern (CO, KY); Hybrid; USD 91,000 - 112,000; Full time

Job summary

Gusto in Denver is seeking a Senior Learning & Development Specialist to lead program design, facilitate sessions, and manage stakeholder relationships. You will shape how CX teams learn, apply AI tools, and drive data‑driven improvements in fast‑paced environments.

This role requires 5+ years in L&D, strong coaching and project management, and the ability to travel up to 50%. You’ll partner with leadership to design scalable learning experiences that elevate customer experience and

Qualifications

• 5+ years of L&D experience required.
• Ability to travel up to 50%.
• Proactive, solution‑oriented mindset with excellent organizational skills and attention to detail.
• Adaptability and a passion for continuous learning in a fast‑paced environment.
• Proven experience in learning program design, development, and facilitation across multiple knowledge areas.
• Strong coaching skills with the ability to mentor learners and junior team members.
• Data‑driven mindset with ability to analyze program outcomes and use insights for improvement.
• Demonstrated experience designing, implementing, and evaluating AI‑enabled learning solutions.

Responsibilities

• Facilitate in‑person, virtual, and hybrid sessions across multiple CX domains.
• Design and update learning content; integrate AI‑enabled approaches.
• Manage end‑to‑end learning programs and cohorts.
• Coordinate with senior stakeholders to align initiatives with business goals.
• Track KPIs and use data to optimize programs.
• Operationalize AI tools for automation and reporting.

Skills

L&D experience

Travel capability

Coaching skills

Data-driven

AI in learning

Stakeholder management

Communication skills

AI tools

Data visualization

Tools

AI tools

LMS

Job description

Gusto in Denver is seeking a Senior Learning & Development Specialist to lead program design, facilitate sessions, and manage stakeholder relationships. You will shape how CX teams learn, apply AI tools, and drive data‑driven improvements in fast‑paced environments.

This role requires 5+ years in L&D, strong coaching and project management, and the ability to travel up to 50%. You’ll partner with leadership to design scalable learning experiences that elevate customer experience and