Director, Learning & Customer Excellence

This is a fully remote position, open to applicants in Belgium.

📋 Description

• Develop and implement the Client Delivery learning and capability strategy that aligns with business goals and customer outcomes.

• Create competency frameworks, proficiency standards, and capability models for Project Management, Project Design Management, and Strategic Partnership functions.

• Outline role-specific learning pathways, readiness criteria, certification requirements, and developmental programs.

• Collaborate with Client Delivery leaders to identify capability gaps and execute targeted development strategies.

• Direct onboarding, role-specific training, continuous learning, and capability enhancement initiatives.

• Manage the team responsible for PM, PDM, onboarding, and customer experience training programs.

• Supervise enterprise onboarding initiatives and learning governance.

• Oversee learning technologies, learning management systems, digital learning platforms, and AI-driven learning solutions.

• Formulate and implement the Global Central Laboratories Customer Excellence strategy.

• Set customer experience standards, playbooks, and behavioral expectations.

• Lead initiatives within the Customer Excellence Academy.

• Establish governance for Voice of Customer and customer feedback programs.

• Ensure that feedback is assessed, communicated, and transformed into actionable improvement measures.

• Create programs that enhance accountability, customer-centricity, communication, collaboration, and leadership effectiveness.

• Provide guidance to leadership regarding organizational readiness, capability development, and customer experience maturity.

• Support enterprise change management initiatives focused on capability building, behavioral adoption, and stakeholder engagement.

⛳️ Requirements

• Bachelor's degree or equivalent relevant formal academic/vocational qualification.

• Over 12 years of prior experience providing the knowledge, skills, and abilities necessary for the role.

• More than 5 years of management responsibility.

• Strong leadership capabilities.

• Equivalency may comprise a combination of appropriate education, training, and/or directly related experience.

🏝️ Benefits

• Resources necessary to achieve personal career aspirations.

• Collaborative and developmental experiences as part of daily activities.

• Reasonable accommodations for individuals with disabilities.

• Commitment to equal opportunity employment.