Training and Development Specialist, Customer Experience

About the Team:

As the Training and Development Specialist, you will play a crucial role in leading the planning, creation, and execution of a highly successful training program for our North American Customer Experience team. Your strong business acumen, coupled with a focus on continuous improvement, will enable you to assess the training needs of our organization and deliver a comprehensive training development plan, complete with online modules and guides.

The perfect candidate for this role is highly collaborative, self-motivated, proactive, analytical, confident, and innovative and demonstrates exceptional organizational skills in a dynamic and ever-changing environment.

Your Role as a Training and Development Specialist:

• Collaborate with our internal customer experience team and third-party call center to design and deliver effective learning programs that align with the organization’s strategic direction
• Identify training needs by gathering feedback through surveys, employee interviews, and consultations with managers and instructors
• Act as the primary liaison to revamp and implement upskilling programs and learning activities that support the long-term goals of the organization
• Analyze and communicate performance insights based on metrics and qualitative feedback to relevant teams to enhance the overall Customer Experience organization
• Plan and facilitate instructor-led programs, conduct on-site and virtual train-the-trainer sessions while coaching our group of trainers (both internal and outsourced)
• Develop and validate content to ensure that all learning materials are current, relevant, and reflective of the latest product releases
• Lead the development of standard operating procedures (SOPs), informative documentation, training guides, scripts, talking points, and other communication to support our agents

What is needed to succeed:

• Bachelor’s degree in communications, education, psychology, human resources, or a similar degree
• 6+ years of Customer Service and/or training experience
• High level of proficiency with Microsoft Office Suite, Salesforce, Captivate, IBM, and WMS/LMS programs
• Excellent communication, writing, data visualization, and facilitation skills
• High level of proficiency in classroom management
• Exceptional time management skills
• Previous experience with working across global, multicultural teams
• Able to demonstrate a high level of confidentiality

About Pandora:

Pandora designs, manufactures and markets hand-finished jewellery made from high-quality materials at affordable prices. Pandora jewellery is sold in more than 100 countries through 6,800 points of sale, including more than 2,700 concept stores.

Headquartered in Copenhagen, Denmark, Pandora employs 27,000 people worldwide and crafts its jewellery at two LEED certified facilities in Thailand using mainly recycled silver and gold. The company plans to be carbon neutral by 2025 and has joined the Science Based Targets initiative to reduce emissions across its full value chain. Pandora is listed on the Nasdaq Copenhagen stock exchange and generated a revenue of DKK 23.4 billion in 2021.

Pandora’s recruitment procedures are designed to be transparent and clear for all candidates. This helps us ensure that applicants are provided with a fair and equal opportunity to demonstrate their competencies and skills by removing blocking factors, possible biases, and risks of discrimination. We encourage everyone applying to our vacancies to refrain from adding identity-related elements such as a photo, marital status, and age.