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Customer Experience Training Specialist

3 months ago

Murfreesboro, United States McKesson Cork Full time

Effective Date: February 22, 2017

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Customer Experience Training Specialist page is loaded **Customer Experience Training Specialist**

**Customer Experience Training Specialist**

locationsTN-Murfreesboro time typeFull time posted onPosted Today job requisition idJR0055085 **McKesson requires new employees to be fully vaccinated for COVID-19 as defined by the CDC, subject to applicable, verified accommodation requests.**

The Training Specialist is a member of the Business Optimization team within the Customer Experience Operations (CxO) organization conducting training, documenting SOPs, and some content development for the MPB organization. The subject matter includes content to support both new hire training and existing employee development. This position reports to the CxO Delivery Manager within Customer Experience Operations.

Primarily, the role of the Training Specialist functions as a subject matter expert (SME) for delivery of hard and soft skills by demonstrating up-to-date expertise in adult learning theory, training best practices, and various delivery methods. Key responsibilities include, but are not limited to:

* Deliver and conduct in person and virtual training for onboarding, new hire, software application enhancement, and other training topics

* Prepare and set up learning environment for delivery

* Establish a high-energy, engaging environment conducive for learning that creates diverse opportunities for participants to connect with learning content

* Proactively partner with the Content Development team to seek solutions and enhancements to training courses and content. Assist in the development of content; use of various learning technology tools a plus

* Evaluate the effectiveness of current training programs, department training support and make improvements as necessary

* Review, edit and create SOPs and document best practices (understanding of KCS Knowledge methodology a plus)

* Maintain LMS to manage and maintain class registrations, correspondence, reporting, and calendar

* Perform business and performance analysis to determine training objectives, goals, and learner characteristics such as existing knowledge and skill level, as well as knowledge and skill gaps.

* Prepare and distribute reports as necessary

* Use knowledge of instructional system design (ISD), technologies, and adult learning theory to propose learning solutions that are cost-effective, easy-to-create and maintain, visually and instructionally compelling and that provide a rewarding experience for the learner.

* Ensure smooth transition from final material design to implementation of program by partnering with the content team.

* Design course-level assessments to ensure learning objectives were addressed in the content at an appropriate learning level. Analyze for effectiveness.

* Compile and analyze dashboard results on evaluations (assessing readiness, job impact, and business impact).

* Other training responsibilities as defined by leadership and the organization.

**EXPECTED OUTCOMES/MEASUREMENTS**

* Design course-level training and assessments to ensure learning objectives are addressed in the content at an appropriate learning level by compiling and analyzing results of evaluations (assessing readiness, job impact, and business impact).

**Minimum Job Qualifications:**

Demonstrated 2+ years of previous experience in training and facilitation of both hard skills (computer applications, processes, procedures) and soft skills (customer service, leadership skills). Experience creating and maintaining SOPs. Ability to develop compelling classroom or virtual training content.

Specialized Knowledge/Skills

* Prioritization and planning skills, with demonstrated success producing high-quality deliverables on time and within budget.

* Must be detail-oriented, flexible, and can work in a fast-paced environment with multiple deadlines and shifting priorities.

* Proven success at establishing rapport with business partners at multiple levels, working on larger teams, and collaborative work habits.

* Ability to conduct engaging and interactive training using a variety of modalities and methods including virtual (Webex Training Center).

* Advanced Microsoft Office application skills.

* Experience using content authoring tools such as (Articulate Storyline/360, Captivate)

* Working knowledge of Learning Management Systems (Cornerstone onDemand preferred).

* Strong written and verbal communication skills, including proofreading/editing.

* Experience with The Effortless Experience and Knowledge methodology a plus

**Education**

* 4- year degree in related field, or equivalent experience.

**Working Conditions:**

Environment (Office, warehouse, etc.) Office in Fort Worth, TX

Physical Requirements (Lifting, standing, etc.) General Office Demands

Career Level - IC-Professional - P2

**McKesson is an Equal Opportunity/Affirmative Action employer.**

All qualified applicants will receive consideration for employment without regard to race, color, religion, creed, sex, sexual orientation, gender identity, national origin, disability, or protected Veteran status.Qualified applicants will not be disqualified from consideration for employment based upon criminal history.

McKesson is committed to being an Equal Employment Opportunity Employer and offers opportunities to all job seekers including job seekers with disabilities. If you need a reasonable accommodation to assist with your job search or application for employment, please contact us by sending an email to McKessonTalentAcquisition@mckesson.com . Resumes or CVs submitted to this email box will not be accepted.

Current employees must apply through the internal career site.

**Join us at McKesson**

We deliver careers with purpose and potential. Our focus on better health starts with creating an inclusive environment with strong values where you can build a fulfilling career. You can count on us to provide you with resources and opportunities to grow