客户体验赋能专员（EMEA）（远程，任何地点，PH）
CX Enablement Specialist (EMEA) (Remote, Any Location, PH)
Foundever™ 是客户体验（CX）解决方案领域的全球领导者。我们拥有超过 170,000 名员工，是全球 750 多家领先和以数字优先的品牌的最佳体验背后的推动力。我们创新的 CX 解决方案，依托先进技术与专业洞察，旨在满足客户的运营需求，同时在关键接触点为客户提供无缝体验。
职位概述
Foundever 的 Practice Expert 是 Digital Services 团队中的专家，受 Learning Tech Practice Manager 指导。该职位专注于学习技术平台的实际实施、配置和优化，包括 AI 辅导工具和绩效赋能解决方案，为内部利益相关者和客户带来可衡量的业务影响。Practice Expert 会与项目管理团队和 Enablement SME 紧密合作，将最佳实践方法嵌入可扩展的学习解决方案中。
职位职责
学习技术实施与支持
- 配置、管理和维护学习技术平台，包括 Centrical、Zenarate、LMS/LXP 系统及相关工具
- 支持多个地点或地区的学习平台部署和升级，确保顺利采用并最小化中断
- 解决平台问题，协调供应商支持事宜，并在必要时进行升级
- 监控系统性能和使用数据，提供增强和改进的建议
学习设计与内容开发
- 使用微学习、游戏化、基于模拟的学习和 AI 辅导方法设计和开发学习体验
- 将业务和客户的需求转化为具有明确目标和可衡量结果的有效学习技术解决方案
- 与 Enablement SME 合作，确保培训内容优化以提高学习者参与度和平台效果
- 维护和整理内容库，确保符合 SCORM/xAPI 标准和数据架构最佳实践
协作与利益相关者参与
- 与 Practice Manager、PM 团队和跨职能合作伙伴紧密协作，交付高质量的学习解决方案
- 为持续学习、协作和运营卓越的文化做出贡献
合规与文档
- 确保所有学习技术相关工作符合公司政策和行业标准
查看英文原文
About Foundever™
Foundever™ is a global leader in customer experience (CX) solutions. With over 170,000 associates worldwide, we are the force behind the best experiences for more than 750 of the world’s leading and digital-first brands. Our innovative CX solutions, supported by advanced technologies and expert insights, are designed to meet the operational needs of our clients while delivering seamless experiences to customers at crucial touchpoints.
Job Summary
The Practice Expert at Foundever is a specialist within the Digital Services Team, working under the direction of the Learning Tech Practice Manager. This role focuses on the hands-on implementation, configuration, and optimization of learning technology platforms - including AI coaching tools and performance enablement solutions - to deliver measurable business impact for internal stakeholders and clients. The Practice Expert collaborates closely with Project Management Teams and Enablement SMEs to embed best-practice methodologies into scalable learning solutions.
Job Responsibilities
Learning Technology Implementation & Support
- Configure, administer, and maintain learning technology platforms including Centrical, Zenarate, LMS/LXP systems, and related tools
- Support the rollout and upgrade of learning platforms across multiple sites or geographies, ensuring smooth adoption and minimal disruption
- Troubleshoot platform issues, coordinate with vendors on support matters, and escalate where needed
- Monitor system performance and usage data, providing recommendations for enhancements and improvements
Learning Design & Content Development
- Design and develop learning experiences using microlearning, gamification, simulation-based learning, and AI coaching methodologies
- Translate business and client needs into effective learning technology solutions with clear objectives and measurable outcomes
- Collaborate with Enablement SMEs to ensure training content is optimized for learner engagement and platform effectiveness
- Maintain and organize content libraries, ensuring compliance with SCORM/xAPI standards and data architecture best practices
Collaboration & Stakeholder Engagement
- Work in close coordination with the Practice Manager, PM Teams, and cross-functional partners to deliver high-quality learning solutions
- Contribute to a culture of continuous learning, collaboration, and operational excellence
Compliance & Documentation
- Ensure all learning technology activities comply with data privacy regulations (including GDPR and the EU AI Act) and internal company policies
- Maintain accurate and organized documentation for projects, system configurations, and compliance activities
Skills & Competencies
Learning Design & Analytics
- Proficiency in instructional design techniques — microlearning, gamification, and simulation-based learning
- Experience translating business needs into practical learning technology solutions
Technical & Platform Expertise
- Hands-on experience with Centrical (missions, KPIs, dashboards, coaching, user/data integration)
- Working knowledge of Zenarate (scenario design, AI coaching, analytics)
- Familiarity with major LMS/LXP platforms and integrations (APIs, SSO, HRIS, CRM)
- Understanding of SCORM/xAPI, content management, and learning data structures
- Exposure to AI/ML-powered L&D tools and emerging EdTech trends
Project & Collaboration Skills
- Ability to manage multiple tasks and platform workstreams simultaneously
- Solid communication and documentation skills, with comfort working across global, distributed teams
- Familiarity with Agile or Lean working methodologies is a plus
Compliance & Quality
- Understanding of EdTech compliance, data privacy principles, and accessibility standards (WCAG, UDL)
Professional Attributes
- Analytical and detail-oriented, with the ability to synthesize insights from data
- Adaptable, curious, and passionate about emerging learning technologies
- Strong cross-cultural collaboration and interpersonal skills
Qualification - Experience & Education
- Minimum 2 years experience in a similar role
- Previous experience of global engagements, EdTech background, or related technology services
- Bachelors or Master’s Degree in EdTech if preferred
- Prior experience in Implementing Learning Solutions, strong problem solving, financial and strategic management skills
- Expertise in project and client management, global delivery, and operational excellence
- Spanish or French spoken and written language skills are beneficial
What We Offer
- Impactful work. Opportunity to work on cutting-edge AI technologies that will be game-changers for our business.
- Professional growth. Continuous learning and development opportunities in a dynamic, remote work environment.
- Competitive compensation. Attractive salary and benefits package.
- Collaborative environment. A supportive team culture with opportunities for occasional travel for training and industry events.
Originally posted on Himalayas