Learning Experience Designer

Overview

The Learning Experience Senior Manager supports the enablement of AXA’s customer experience (CX) strategy by developing, implementing, and managing learning and development programs that build customer-centric mindsets and capabilities across Operations teams. Reporting to the Senior Manager for Learning Experience, this role helps translate CX programs into scalable, engaging learning content and activities tailored for frontliners, leaders, and support teams in Operations. This role is focused on equipping teams with the right learning tools and behaviors to deliver on AXA’s promise of easy, seamless, and meaningful customer experiences.

• Learning Program Development and Implementation
  • Support the development of CX learning modules (e.g., customer empathy, journey standards, digital adoption) for different channels and functions
  • Convert complex CX frameworks or new processes into digestible, engaging training formats (presentations, toolkits, short videos, job aids)
  • Organize and facilitate live training sessions, workshops, or onboarding sessions related to new experience programs or standards
  • Work with subject matter experts (SMEs) to localize content to different business units or roles
• Change Enablement and Experience Roll-outs
  • Coordinate end-to-end learning deployment—from planning schedules, managing invites, participant materials, and post-training feedback collection
  • Work closely with project teams and Process Engineers to ensure experience-related trainings are delivered before go-live dates
  • Track training completion, participation, and feedback metrics to monitor adoption
• Learning Tools and Instructional Design
  • Manage content uploads and user support for digital learning platforms (e.g., LMS, SharePoint, Teams learning channels)
  • Keep learning toolkits and repositories updated with the latest resources to support self-paced learning
  • Support the production of multimedia content (e.g., short explainers, walkthroughs, testimonials) when needed
• Measurement and Reporting
  • Establish learning metrics, including adoption, behavior change, and business impact of learning programs
  • Regularly measure learner feedback, participation rates, and post-training application to drive continuous improvement
  • Contribute insights from training sessions to help refine future experience designs or implementation approaches
• Stakeholder Management and Collaboration
  • Work with HR, as needed, to tailor training content and ensure alignment with broader programs
  • Support internal campaigns that promote awareness and adoption of customer-centric practices

To evaluate the effectiveness and impact of the role, the following metrics will serve as key indicators of success:

• CX Learning Program Launches (by role, channel, or initiative)
• Training Completion and Engagement Rates
• Behavior Shift Indicators (via observation or post-training assessments)
• Learning Adoption in Priority Channels (e.g., sales, branches, contact center)
• Feedback Scores and NPS from Training Participants
• Business Impact (e.g., improved CSAT/NPS/effort in post-trained teams)
• Effective project implementation and benefit realization

• Bachelor’s degree in Education, Organizational Development, Communication, or related field (Master’s preferred)
• 3-5 years of experience in corporate learning, instructional design, or customer experience enablement
• Background in insurance, banking, or service-driven industries preferred
• Proven experience designing learning programs at scale, especially for CX, customer service, or digital adoption
• Strong familiarity with adult learning principles, instructional design, and change enablement

• Strong content creation, facilitation, and storytelling skills
• Creative and engaging instructional design, with experience using tools like Articulate, Canva, or video-editing software
• Ability to work with ambiguity and co-create programs from scratch
• Collaborative and cross-functional mindset; skilled in influencing without authority
• Passion for building a customer-first culture through capability and behavior change

• Proactive, results-driven, and customer-obsessed
• Empathetic leader and collaborative team player
• Resilient and adaptable in the face of ambiguity and change
• Passionate about learning, innovation, and building capability in others