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The Senior Specialist applies data-informed insights, persona-based design, and scalable digital delivery to close learning gaps, build differentiated learning tracks, accelerate technology readiness, and embed responsible AI practices into everyday workflows. They collaborate closely with the Manager and Assistant Director: Global IT Learning and Development and communicate proactively to ensure alignment across strategic priorities and delivery timelines.

Accountabilities:

• Develop and delivery of blended learning programs—instructor-led, virtual, digital, and persona-based—that accelerate technology adoption and role-based productivity
• Develop scalable enablement assets (microlearning, quick-reference guides, reusable courseware, digital modules) that support just-in-time delivery across proficiency levels and stakeholder groups
• Design and maintain role-based learning tracks and progressive learning pathways that guide learners from foundational proficiency to advanced capability, tailored to persona, practice group, and proficiency level
• Drive GenAI enablement by translating approved use cases, responsible prompting practices, and Microsoft Copilot capabilities into practical learning resources and adoption programs
• Apply learner engagement strategies—including storytelling, gamification, and behavioral nudging to drive voluntary participation
• Analyze LMS data, adoption metrics, service trends, and stakeholder feedback to identify learning gaps, recommend improvements, and demonstrate measurable impact
• Conduct skills gap analyses to inform learning priorities and measure learning impact against business outcomes, not just completion rates
• Serve as a strategic learning resource on firm initiatives and technology projects—advising on training scope, delivery approach, change management, and readiness planning
• Align all learning services with global IT Learning & Development standards, governance frameworks, and firm technology priorities

Responsibilities

• Partner with regional Knowledge Counsels, Heads of Departments, IT service owners, and business stakeholders to assess learning needs, identify adoption opportunities, and define persona-based enablement requirements
• Advise project teams on training scope, delivery approach, timelines, and resource needs; meet assigned milestones and budget expectations
• Translate business and technology priorities into actionable learning strategies that support readiness, adoption, and sustained proficiency

• Create and maintain learning content—courseware, digital modules, quick-reference materials, and documentation—optimized for instructor-led, virtual, blended, and self-paced delivery
• Develop multimedia learning content including short-form video, interactive digital experiences, and mobile-optimized. Leverage AI-assisted tools to accelerate content development and localization
• Deliver in-person, virtual, and consulting-based learning experiences (including Tech Hub sessions) that address individual, team, office, and project needs
• Coordinate training schedules, communications, session readiness, and delivery timelines across offices and stakeholder groups

• Design and deliver GenAI learning programs covering Microsoft Copilot readiness, responsible use, practical workflow-based AI adoption, and approved legal and business use cases
• Develop reusable AI guidance resources—prompting frameworks, use-case libraries, and adoption playbooks—aligned with firm governance and Risk team standards

• Analyze LMS and customer service management data, stakeholder feedback, and adoption metrics to recommend continuous learning improvements and monthly training opportunities. Apply learning ROI frameworks to connect training outcomes to measurable business value
• Surface adoption risks and learning gaps proactively; communicate operational and business risks to appropriate levels of IT and management

• Validate technology readiness by testing new software packages and upgrades, providing learning-focused feedback to development and deployment teams
• Manage escalated learning-related service requests through research, resolution, and documentation in accordance with customer service standards
• Maintain current knowledge of adult learning theory, learning experience design (LXD), and digital content delivery trends including mobile-first design and social learning
• Adhere to IT and quality assurance practices; provide training and support outside normal business hours as needed
• Perform other duties and projects as assigned to meet firm goals and objectives

• Build and maintain trusted partnerships with regional and global stakeholders, IT service owners, Knowledge Management, Risk, and business partners to advance technology learning and adoption priorities
• Engage stakeholders to understand role-based, practice group, and proficiency-level needs that shape persona-based and just-in-time learning solutions
• Communicate proactively, manage expectations, and translate business needs into practical enablement approaches that drive measurable adoption outcomes
• Partner with Technology, Risk, and Knowledge Management teams to align learning programs and GenAI enablement with governance standards and approved firm practices
• Attend user groups, stakeholder forums, and adoption meetings to gather feedback, surface emerging needs, and reinforce learning priorities

• Bachelor’s degree, professional qualification, or equivalent relevant work experience (required)
• ATD, CPTD, TAP, TPMA, Prosci/ADKAR, or comparable learning and development or change management certification (preferred)

• Minimum 5 years of experience designing and delivering technology learning programs, including 2+ years designing digital or blended learning with AI or emerging technology components (required)
• Experience in a legal or professional services environment (preferred)

• Advanced proficiency in Microsoft 365 (Word, Excel, PowerPoint, Outlook, Teams, SharePoint, OneDrive) with the ability to leverage these tools for learning delivery and content management
• Working knowledge of Microsoft Copilot and approved GenAI tools, including responsible use principles, prompting techniques, and practical application in legal and business workflows
• Proficiency in legal technology applications: matter-centric document management (e.g., iManage), time recording, document comparison, workflow management, electronic signature, and PDF tools
• Experience developing digital learning assets using authoring platforms such as Articulate, Captivate, or equivalent tools. Experience creating multimedia learning content including short-form video and interactive digital assets. Familiarity with AI-assisted content development tools
• Ability to use learning management systems, customer service management platforms, and reporting tools to analyze learning activity, adoption trends, and training effectiveness
• Proficiency delivering remote and hybrid learning via virtual platforms (Microsoft Teams, Webex, Zoom)
• Familiarity with Windows 11, mobile devices, and related end-user technologies sufficient to support technology readiness and enablement
• Awareness of WCAG accessibility standards for inclusive learning content design

• Strong communication skills, with the ability to engage users at all levels of the organization
• Demonstrates creativity and innovation—willingness to experiment with new formats, modalities, and emerging technologies
• Builds and sustains trusted relationships with stakeholders, IT teams, and firm personnel at all levels
• Communicates clearly and professionally with strong written, verbal, presentation, and facilitation skills
• Demonstrates excellent stakeholder service—responds with empathy, professionalism, and sound judgment
• Works independently, exercises discretion, and manages multiple priorities with strong attention to detail in a fast-paced environment
• Collaborates effectively in diverse teams; shares information openly and contributes to a positive team culture
• Demonstrates adaptability, continuous learning orientation, and commitment to professional growth
• Brings a user experience sensibility to learning design—thinking about the learner's journey the way a product designer thinks about the end user
• Demonstrates strong storytelling ability translating complex technology concepts into relatable, compelling narratives that resonate with legal and business professionals
• Experienced in change management methodologies and their application to technology adoption and learning programs
• Provides guidance and informal mentoring to team members to support knowledge sharing and capability building
• Maintains confidentiality and exercises discretion in all matters