Learning Experience Designer and Facilitation Specialist

Role Overview

As a Learning Experience Designer and Facilitation Specialist at Wayfair Professional, you will be central to empowering our sales team with essential knowledge, skills, and tools to boost revenue and meet our corporate objectives. You will be accountable for designing, delivering, and maintaining training initiatives that elevate sales success globally. This position collaborates closely with sales leaders, subject matter experts, and support teams to create engaging and scalable instructional content tailored to our worldwide sales force.

Key Responsibilities

• Collaborate with global stakeholders and experts to analyze training needs of individuals, teams, and departments and transform them into compelling and impactful learning solutions.
• Apply diverse instructional design techniques and blended learning strategies to produce interactive, adult learner-focused content that advances sales expertise, product knowledge, and sales tactics.
• Create assessment tools and evaluation mechanisms to monitor and analyze training effectiveness and business impact, including comprehension tests, KPI tracking by role, detailed feedback logs, LMS data, learner surveys, and quality assurance metrics to refine content continually.
• Develop accessible, user-friendly resources for sales teams to provide just-in-time training and performance aid, and manage content repositories to keep materials current.
• Modify and tailor learning resources to align with cultural and regional differences across a global audience to ensure inclusivity and relevance.
• Oversee multiple projects concurrently, delivering high-quality educational experiences on schedule.
• Engage in field observations with sales professionals to identify training gaps and optimize learning retention and application.
• Keep abreast of developments in learning design, sales enablement, and adult education to incorporate best practices.
• Pioneer new technologies and methodologies to enrich the learning environment and enhance learner engagement.
• Serve as a thought leader, sharing expertise and insights to elevate the organization's training strategies.
• Maintain a professional, positive demeanor consistently when interacting with customers and colleagues.
• Thrive in a fast-paced, dynamic setting with frequent updates in products, promotions, and operations.
• Willingness to travel for in-person sessions, workshops, and meetings as necessary.
• Provide engaging facilitation of training for adult learners, encompassing new hire orientation, ongoing education, upskilling, cross-skilling, and process updates.
• Use diverse facilitation methods and learning tools to maximize knowledge transfer across virtual and in-person settings.
• Offer coaching during initial employment periods, supporting sales agents to apply learning practically, recognize skill deficits, and conduct follow-up training to address these needs.
• Maintain precise documentation of training attendance, activities, and results using appropriate checklists.
• Deliver comprehensive feedback to sales leadership highlighting new hires’ strengths and areas needing improvement, promoting a culture of continued growth.

Qualifications and Experience

• Preferred experience in call center learning and development.
• Advanced degree in Education, Learning and Development, Organizational Development, or a related discipline is strongly preferred.
• Prior experience developing learning materials across multiple formats like instructor-led training (ILT), virtual instructor-led training (VILT), and content management systems.
• A minimum of two years facilitating structured learning in corporate environments, both virtually and face-to-face.
• Well-developed project management and organizational capabilities.
• Effective stakeholder management and communication skills.
• Exceptional storytelling proficiency in both written and oral formats.
• Proven professionalism, leadership ability, and self-driven work ethic.
• Strong persuasive communication skills applicable at various organizational levels.
• Adaptability and quick problem-solving aptitude in fast-changing environments.
• Familiarity with Learning Management Systems, with experience in Axonify, Adobe Pro, or Synthesia considered advantageous.
• Solid understanding of instructional design frameworks such as ADDIE and SAM, alongside adult learning principles.
• Experience evaluating training effectiveness using models like Kirkpatrick.
• Creative problem-solving approach with a focus on innovation.
• Capability to manage multiple projects simultaneously and prioritize effectively.
• Inclination towards delivering minimum viable product solutions and a focus on results and growth.

Additional Information

Accessibility and Accommodations: Wayfair is committed to equal opportunity employment and will provide reasonable accommodations for applicants with disabilities unless it causes significant operational difficulty. Candidates requiring accommodations during the hiring process can request assistance through a designated accommodations form.

About Wayfair: Wayfair is among the world's top online home goods retailers, with headquarters in Boston and various global offices and warehouses. We pride ourselves on innovation, technology leadership, and fostering a diverse, welcoming environment that values every voice and perspective. We maintain a strong commitment to equal employment opportunity across all protected categories.