Liberty Latin America (LLA) Hiring for Customer Education Content Specialist at San Juan, PR Full Time

Proactively analyze data, trends, and feedback to identify training needs, improve the learning experience, and develop new offerings. Research and develop 1:1 and 1: many customer engagement strategies through social media, email, live training, and proactive scaled at-risk outreach. Research, design and develop the best ways to display educational material to consumers. Analyze user feedback received through various channels to determine customer needs.

Deliver creative, learner-centered, engaging online learning content that drives customer adoption and retention. With a focus on asynchronous delivery, deliverables will include interactive e-learning modules, videos, job aids, facilitator guides, and practice, review, and resource materials. Create an enjoyable, cohesive, and relevant learning experience across all customer-facing learning resources. These include our onboarding program, help center, reference guides, in-product education, and supporting materials for launch of new features and products.

Create customer-facing training materials that is easily digestible and engaging, including videos, audio recordings, learning paths, booklets, one pager and infographics. Identify ways to educate various customer personas at each stage of the customer journey and create customized learning paths. Own and evolve the customer education roadmap, continuously building and adding learning paths for new and existing customers and partners. Help facilitate a progressive customer journey path that uses our knowledge of each customer to guide them to relevant rewarding moments that lead them to real world outcomes.

Collaborate with our Product Marketing, Customer Marketing, Design, Internal L&D and Product teams to build an integrated customer education strategy. Develop instructional end goals and self-paced online courses using course authoring tools, graphic design principles, and strong writing skills. Implement effective learning assessments to measure training effectiveness. Gather and track engagement and evaluation data to make improvements as needed.

Transform our Liberty University website section as the hub for customer training/education. Host a calendar of virtual trainings supporting new customer onboarding and ongoing user adoption. Identify and recommend new learning technologies, systems and methods of engaging customers and learners with greater impact and efficiency. Support monitor and measurement of effectiveness of all training programs and conduct evaluations to identify areas for improvement in training process.

Demonstrates and ensures compliance with the Customer First Philosophy, all Liberty Latin America’s policies and procedures including the Code of Conduct and Liberty safety standards and procedures. Other functions that may be assigned.