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Learner Experience Specialist*

Do. 13.01.2022
Königstein / Sächsische Schweiz
Software AG reimagines integration, sparks business transformation and enables fast innovation on the Internet of Things so you can pioneer differentiating business models. We give you the freedom to connect and integrate any technology from app to edge. We help you free data from silos so it’s shareable, usable and powerful - enabling you to make the best decisions and unlock entirely new possibilities for growth. Learner Experience Specialist* Locations: Germany, Switzerland, Austria The mission of Software AG’s Product Enablement team is to share knowledge with Learners that results in successful outcomes for our customers, partners and employees. As a member of the forward-looking Learner Experience team, the Learner Experience Specialist* will be an integral part of the team, working closely with Learners, Course Authors, the Production Factory, the LMS System Administration team and other members of the Product Enablement team to improve the overall experience of the Learner.The Learner Experience Specialist* will track all of points of Learner engagement, addressing learner queries while identifying ways to improve the overall experience of our learners.The Learner Experience Specialist* will have an understanding of adult learning methodologies with a focus of driving consumption and/or Learner engagement.The ideal candidate will be someone whose past support role experiences resulted in excellent customer or learner relationships, resulting in a positive brand image.Track learner experiences throughout the Learner JourneyCollaborate with the Enablement Cross Functional Teams, the Production Factory (post production), System Administration (LMS design), marketing and sales channels to enhance Learner services and improve overall Learner brand awarenessIdentify Learner needs and take proactive steps to build and maintain positive Learner experiencesRespond to Learner queries in a timely and effective manner, via phone, email, social media, or chat applications as neededAnalyze and communicate Learner feedback via reporting to act as an advocate on behalf of the LearnerPerform Learner acceptance testing to facilitate areas of improvementsDocument Learner processes to drive consumption while ensuring Learners gain the highest level of success in using our learning platformsMaintain issues log and reporting on Learner feedback including Learner compliments and complaintsKeep the team informed of Learning industry trends, new technologies while making everyone aware of changes to our Learner persona or changes in the customer life cycle that may impact the Learner’s Journey and Learner touchpoints A bachelor's degree in marketing, communications, business management, or in a related field 2+ years' experience as a Learner Experience Specialist, a Learning Coordinator, or in a Customer Experience or similar Customer support role Ability to gather and interpret learner/customer experience information Proficiency in MS Office Experience with LMS (Totara) or LXP, a plus COMPETENCIES/SKILLS Ability to demonstrate true empathy for Learners (users) Naturally curious with the ability to apply creative thinking skills Experience in working with international and intercultural teams, a plus Ability to apply effective listening, questioning and technical trouble shooting techniques to quickly identify and resolve Learner issues Excellent analytical skills using a Learner-centric approach Exceptional interpersonal and collaboration skills to resolve issues Enjoys working both independently and in a virtual team environment Strong sense of urgency with discipline to self-manage, prioritize tasks and meet deadlines Highly motivated.
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