• Lead LNAs and TNAs across Customer Experience teams. • Translate findings into practical training requirements. • Manage planning, timelines, communication, and risks for training deployments. • Coach and lead Instructional Designer(s) to deliver high‑quality content. • Ensure training materials are clear, accurate, and process‑aligned. • Support teams in adopting and sustaining new training programs. • Align HUB and BU training, localizing content where needed. • Drive continuous improvement using feedback and performance insights. • Responsible to ensure compliance with applicable external and internal regulations, procedures, and guidelines.