Senior L&D Architect for CX & AI Training

Monograph; San Francisco (CA); Hybrid; USD 111,000 - 136,000; Full time

Job summary

Gusto seeks a Senior Learning & Development Specialist to lead program design, facilitation, and stakeholder relations within our CX Learning & Development team. You will design impactful, data-driven learning experiences, coach participants, and advance AI-enabled training across multiple CX domains.

The role emphasizes robust course design, program management, and the use of AI tools to personalize learning, with hybrid work and collaboration across Denver, SF, and NYC offices.

Qualifications

• 5+ years of L&D experience required.
• Ability to travel up to 50% of the time.
• Proactive, solution-oriented mindset with excellent organizational skills and attention to detail.
• Adaptability and a passion for continuous learning and personal development in a fast-paced, dynamic environment.
• Proven experience in learning program design, development, and facilitation across multiple knowledge areas.
• Strong coaching skills, with the ability to mentor learners and participants as well as junior team members.
• Expertise in managing end-to-end learning programs, including cohort management and continuous improvement.
• Excellent stakeholder management skills, with a track record of building strong relationships and aligning learning initiatives with business goals.
• Data-driven mindset, with the ability to analyze program outcomes and use insights for continuous enhancement.
• Strategic thinker with a passion for driving business impact through learning and development.
• Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities effectively.
• Strong communication skills, with the ability to engage and influence stakeholders at all levels.
• Demonstrated experience designing, implementing, and evaluating AI-enabled learning solutions.
• Demonstrated experimentation with AI applications in learning, communication, or content design.
• Technical and AI-related skills: Familiarity with AI tools, prompt engineering, APIs/integrations, and LLMs.

Responsibilities

• Lead in-person, virtual, and hybrid learning sessions across multiple knowledge areas.
• Create inclusive, dynamic learning environments and tailor delivery for diverse audiences.
• Engage learners with interactive techniques and real-world examples.
• Provide feedback and coaching to learners in real time.
• Design sessions teaching CX teams to use AI tools responsibly in daily workflows.
• Leverage AI-assisted tools to enhance participation and personalization.
• Use insights from AI-driven platforms to tailor discussions and learning outcomes.
• Partner with stakeholders to align learning initiatives with business goals.
• Own the learning data strategy and analyze KPIs to drive improvements.
• Coordinate multiple CX Academy cohorts and monitor engagement.
• Operationalize AI tools to automate program administration tasks.

Skills

Learning & Development

Facilitation

Stakeholder management

Data-driven

Coaching

AI in learning

Tools

AI tools (LLMs)

APIs & integrations

Job description

Gusto seeks a Senior Learning & Development Specialist to lead program design, facilitation, and stakeholder relations within our CX Learning & Development team. You will design impactful, data-driven learning experiences, coach participants, and advance AI-enabled training across multiple CX domains.

The role emphasizes robust course design, program management, and the use of AI tools to personalize learning, with hybrid work and collaboration across Denver, SF, and NYC offices.