Sr, Learning Management Consultant

Sr, Learning Management Consultant

Job Description

We are looking for a Senior Learning Management Consultant to join the Training & Onboarding Team within Customer Service & Support. This role is responsible for designing, developing, and delivering learning solutions that support the onboarding and continuous development of Customer Service professionals. The successful candidate will facilitate engaging training programs, partner with business stakeholders to identify learning needs, and drive initiatives that enhance employee capability, performance, and customer experience.

Key Responsibilities

• Deliver product and process training sessions in a live, virtual, and blended environment
• Manage training logistics, including scheduling, registration, and attendance tracking
• Responsible for efficiently developing curricula for Customer Service professionals
• Conduct needs analysis to determine training needs and delivery methods
• Partner with Training Team, Quality Team, Customer Service leadership, and other internal stakeholders to deliver needs-based training, ensuring their needs and feedback are incorporated into training programs
• Determine appropriate instructional procedures/methods and develop corresponding curricula and reference guides
• Measure the effectiveness of existing training programs and utilize data to enhance the learning experience
• Evaluate customer contacts and provide feedback and coaching
• Develop effective communication vehicles to ensure training and quality programs are fully understood and appropriately valued by the learners and other stakeholders
• Participate in quality and calibration sessions serving as subject matter expert
• Partner with the instructional designer/s in creating, designing, and developing a wide variety of learning materials such as facilitator guides, online training, self-study guides, case studies, demonstrations, and simulations
• Consult with internal stakeholders on ways to leverage training with respect to their business plans and goals
• Effectively incorporate adult learning principles into all components of curriculum
• Apply business acumen to build and document the business case for investing in learning and development programs
• Lead project management activities for training initiatives, overseeing the full lifecycle from planning and resourcing to evaluation and improvement, ensuring learning goals are achieved on time
• Adjust learning approach, course structure, and training timeline in a fast-paced environment
• Instill an understanding of how learning objectives align with strategic goals

Required Qualifications

• Bachelor’s Degree required.

• Advanced knowledge of training models and measurements (e.g., ADDIE, Kirkpatrick)
• Excellent writing, presentation, and overall communication skills
• Excellent organization and prioritization skills

Preferred Qualifications

• Educational background or coursework related to Education, Learning & Development, or a related field.

• 2-3 years of training experience or background with similar industry experience
• Strong knowledge of Thomson Reuters Legal products and service

What’s in it For You?

• Hybrid Work Model: We’ve adopted a flexible hybrid working environment (2-3 days a week in the office depending on the role) for our office-based roles while delivering a seamless experience that is digitally and physically connected.

• Flexibility & Work-Life Balance: Flex My Way is a set of supportive workplace policies designed to help manage personal and professional responsibilities, whether caring for family, giving back to the community, or finding time to refresh and reset. This builds upon our flexible work arrangements, including work from anywhere for up to 8 weeks per year, empowering employees to achieve a better work-life balance.

• Career Development and Growth: By fostering a culture of continuous learning and skill development, we prepare our talent to tackle tomorrow’s challenges and deliver real-world solutions. Our Grow My Way programming and skills-first approach ensures you have the tools and knowledge to grow, lead, and thrive in an AI-enabled future.

• Industry Competitive Benefits: We offer comprehensive benefit plans to include flexible vacation, two company-wide Mental Health Days off, access to the Headspace app, retirement savings, tuition reimbursement, employee incentive programs, and resources for mental, physical, and financial wellbeing.

• Culture: Globally recognized, award-winning reputation for inclusion and belonging, flexibility, work-life balance, and more. We live by our values: Obsess over our Customers, Compete to Win, Challenge (Y)our Thinking, Act Fast / Learn Fast, and Stronger Together.

• Social Impact: Make an impact in your community with our Social Impact Institute. We offer employees two paid volunteer days off annually and opportunities to get involved with pro-bono consulting projects and Environmental, Social, and Governance (ESG) initiatives.

• Making a Real-World Impact: We are one of the few companies globally that helps its customers pursue justice, truth, and transparency. Together, with the professionals and institutions we serve, we help uphold the rule of law, turn the wheels of commerce, catch bad actors, report the facts, and provide trusted, unbiased information to people all over the world.

About Us

Thomson Reuters informs the way forward by bringing together the trusted content and technology that people and organizations need to make the right decisions. We serve professionals across legal, tax, accounting, compliance, government, and media. Our products combine highly specialized software and insights to empower professionals with the data, intelligence, and solutions needed to make informed decisions, and to help institutions in their pursuit of justice, truth, and transparency. Reuters, part of Thomson Reuters, is a world leading provider of trusted journalism and news.

We are powered by the talents of 26,000 employees across more than 70 countries, where everyone has a chance to contribute and grow professionally in flexible work environments. At a time when objectivity, accuracy, fairness, and transparency are under attack, we consider it our duty to pursue them. Sound exciting? Join us and help shape the industries that move society forward.

As a global business, we rely on the unique backgrounds, perspectives, and experiences of all employees to deliver on our business goals. To ensure we can do that, we seek talented, qualified employees in all our operations around the world regardless of race, color, sex/gender, including pregnancy, gender identity and expression, national origin, religion, sexual orientation, disability, age, marital status, citizen status, veteran status, or any other protected classification under applicable law. Thomson Reuters is proud to be an Equal Employment Opportunity Employer providing a drug-free workplace.

We also make reasonable accommodations for qualified individuals with disabilities and for sincerely held religious beliefs in accordance with applicable law. More information on requesting an accommodation here.

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More information about Thomson Reuters can be found on thomsonreuters.com.