About the Role:

Our CX Learning & Development team is dedicated to building an exceptional customer experience by equipping our CX professionals with the skills they need to thrive—and it all starts with creating impactful, data-driven learning experiences. We are seeking a highly skilled and motivated Senior Learning & Development Specialist to lead program design, facilitate learning in key areas, and manage stakeholder relationships to drive business success. The ideal candidate will have experience in robust course design, program management, and coaching, with a track record of delivering high-quality learning solutions in fast-paced environments.

About the Team:

This role is part of our Learning & Development team, within our Customer Experience organization. Our CX organization is the linchpin of our world-class experience. With their passion, insight, and customer advocacy, the CX team has helped Gusto maintain industry-leading NPS scores while serving over 300,000 customers. We strive to positively influence millions of businesses and hundreds of millions of employees across the county.

Here’s what you’ll do day-to-day:

• Facilitation

  • Design and facilitate sessions that teach CX teams how to use AI tools responsibly and effectively in their daily workflows.
  • Leverages AI-assisted tools to enhance participation and personalization during live training.
  • Uses insights from AI-driven learning platforms to tailor discussions, provide targeted feedback, and reinforce learning outcomes.

  Instructional Design & Communications

  • Integrate AI-enabled design approaches into curriculum development to improve personalization, scalability, and learner engagement.
  • Uses AI-enabled authoring tools to rapidly prototype, script, and iterate on training materials.
  
  

  Program Management

  • Operationalize AI tools to automate repetitive program administration tasks where appropriate
  • Implements AI-assisted project tracking, communication, and reporting tools to streamline coordination and status visibility.

  Stakeholder Management

  • Uses AI-supported data visualization and summary tools to synthesize stakeholder feedback and present actionable insights.
  • Communicates the value and limitations of AI-assisted solutions to stakeholders, ensuring transparency and alignment with organizational standards.

  Data & Analytics

  • Leverage AI-derived insights to personalize learning and measure AI-enabled program effectiveness.
  • Leverages AI-powered analytics dashboards to identify learning trends, skill gaps, and opportunities for performance support.
  • Translates AI-derived insights into clear, actionable recommendations for program optimization.

Here’s what we're looking for:

• 5+ years of Learning & Development experience, with proven success designing, facilitating, and improving programs.

• Strong coaching and stakeholder management skills; builds alignment and engagement across teams.

• Data-driven, strategic thinker who leverages insights to enhance learning effectiveness and business impact.

• Experienced in managing end-to-end learning programs, including cohort oversight and continuous improvement.

• Skilled communicator who thrives in dynamic, fast-paced environments with multiple priorities.

• Hands-on with AI-enabled learning solutions, including design, implementation, and evaluation.

• Proficient in AI tools, LLMs, and prompt engineering, balancing automation with human creativity to keep learning experiences empathetic and effective.

Our cash compensation amount for this role is $91,000 - $107,000/yearly in Denver & most major metro locations, and $110,000/yearly to $130,000/yearly for San Francisco & New York. Final offer amounts are determined by multiple factors including candidate location, experience and expertise and may vary from the amounts listed above.