Position Title: CX Training & Onboarding Transformation Lead

Department: Customer Service

Reports To: Sr Manager, Customer Service

Position Summary

The CX Training & Onboarding Transformation Lead is responsible for transforming the customer service-learning experience by designing, delivering, and continuously improving onboarding and training programs. This role leverages strong facilitation, coaching, and communication skills to build confidence, capability, and consistency across the customer service organization. Acting as a trusted representative of the company’s culture and values, the lead fosters an inclusive, engaging learning environment that supports new hires and tenured team members while driving continuous improvement and operational transformation.

Key Responsibilities

• Transform customer service onboarding and training programs to improve performance, consistency, and employee readiness

• Lead written, virtual, and in-person training initiatives for new hires and existing team members

• Design and deliver engaging, effective training sessions that accommodate multiple learning styles

• Apply strong digital fluency to adapt quickly to new technologies, leverage AI-enabled tools, and coach others through engaging, digital-first learning experiences

• Coach and support trainees through feedback, reinforcement, and targeted development to transform learning into on-the-job performance

• Evaluate training effectiveness by collecting and analyzing feedback, metrics, and performance data

• Use insights and data to transform training strategies, recommend retraining, and close knowledge gaps

• Partner closely with Business Analysts, Quality Management coaches, and Knowledge Management Manager to identify training needs and transform learning solutions

• Collaborate with the Knowledge Management Manager to maintain, update, and transform training materials to ensure accuracy, relevance, and usability

• Foster a culture of continuous improvement by encouraging team members to adopt new skills, behaviors, and approaches that transform customer experiences

• Provide ongoing training support and determine when additional or refreshed training is required to sustain performance improvements

• Collaborate with Quality Monitoring coach to ensure training deliverables align with QM program standards.

• Apply strong process-mapping and communication skills to distill complex workflows into clear actionable guidance that enables consistent onboarding and knowledge transfer.

• Support customer service AI strategy to help integrate AI-enabled tools into training & onboarding

• Participate in and support the cross-training/Agile rep program

Required Qualifications

• Ability to deliver and facilitate structured training sessions (virtual and/or in-person)

• Demonstrated ability to analyze training outcomes and transform insights into actionable improvements

• Strong understanding of customer service principles and best practices

• Excellent written, verbal, and presentation communication skills

• High emotional intelligence, empathy, and the ability to coach and support learners at varying skill levels

• Ability to work independently while collaborating effectively across teams

• Strong organizational, time management, and prioritization skills

• Ability to thrive in fast-paced, changing environments and support transformation initiatives

Preferred Qualifications

• Experience leading or supporting training and onboarding transformation initiatives

• Experience using data and metrics to transform training content, delivery methods, or reinforcement strategies

• Demonstrate ability to lead through change and influence without direct authority

• Experience managing multiple projects and deliverables simultaneously

• Background partnering with Knowledge Management, Quality, or Continuous Improvement teams

Education & Professional Experience:

• Bachelor’s degree preferred or equivalent experience, with 10+ years of customer service experience, creating and executing training programs is a plus, or demonstrated willingness to learn and pursue relevant certifications.

• Strong understanding of customer service principles and practices

• Excellent communication, presentation, and interpersonal skills

• Ability to motivate and inspire others to achieve their best performance

• Strong organizational and time management skills

• Ability to work independently and as part of a team

Rate of pay may be adjusted based on the qualifications and experience of the candidate.

USG employees enjoy a number of benefit options for themselves and their families. These include two medical insurance options, as well as vision and dental coverage. The cost of these optional programs varies based on coverage level - employees generally pay 25% of the monthly premium cost, USG pays the rest. These coverage options are offered on the first day of employment with no waiting period.

Additionally, USG employees enjoy both a 401(k) Investment Plan with company match and a pension plan. Beyond these main features, employees may also choose from a number of additional programs like life insurance, accident insurance, legal insurance, even pet insurance, just to name a few. USG also offers Quarterly (hourly) / Annual (salary) bonus potential for all employees based on performance metrics tied to safety, quality, and productivity.  USG also provides employees with paid time off and paid holidays.

Since 1902, Chicago-based USG has been a leader in producing innovative, award-winning products and systems to build everything from major commercial developments and residential housing to home improvements. USG's employees are committed to the highest levels of customer satisfaction and quality in everything we do. Our steadfast commitment to the company's core business values – innovation, quality, integrity, service, diversity, efficiency and safety – have helped us become the company we are today.

 EOE including disability/veteran