Team Leader Learning Experience Designer

Who We Are

Welcome to TELUS Digital — where innovation drives impact at a global scale. As an award-winning digital product consultancy and the digital division of TELUS, one of Canada’s largest telecommunications providers, we design and deliver transformative customer experiences through cutting-edge technology, agile thinking, and a people-first culture.

With a global team across North America, South America, Central America, Europe, and APAC, we offer end-to-end expertise across eight core service areas: Digital Product Consulting, Digital Marketing Services, Data & AI, Strategy Consulting, Business Operations Modernization, Enterprise Applications, Cloud Engineering, and QA & Test Engineering.

About the Role

The Managed Learning Services Team Lead Learning Experience Design provides dedicated support (i.e., coaching, client support, administrative, technology) for MLS team members. The MLS TL also oversees the process and administration of all projects, including needs analysis, development, and implementation. The MLS TL is responsible for the initial planning of projects, developing and tracking budgets, serving as the main point of contact for the client and subject matter experts, and ensuring the quality of all deliverables.

The MLS TL supports team members, clients, and stakeholders to ensure programs are executed on time, within budget, and at the client’s quality expectations. The position will report directly to the Managed Learning Services Manager

Responsibilities

• Serve as a Learning Experience Designer learning advisor/strategic consultant in client-facing programs

• Responsible for centralizing all requests, managing team members’ allocation, and providing execution visibility and updates

• Accountable for ensuring that workload estimations created by the learning experience designers are accurate and realistic

• Accountable for ensuring deliverables are meeting design and development quality standards

• Accountable for ensuring that Client/SMEs review deliverables for approval

• Responsible for uploading deliverables to the LMS Admin platform

• Coordinate with Training Transformation and stakeholders to align with processes and procedures, metrics, and performance targets of the team.

• Collaborate and liaise between Training Transformation and the client to craft learning strategies that align with TELUS Digital and/or client’s business goals.

• Responsible for providing direction and support to the learning experience designers to ensure adherence to the scoped project

• Responsible for the approvals for dedicated resources recruiting and onboarding efforts, as well as monitor maintaining healthy ratios for programs and support structure

• Work with MLS leadership to provide development opportunities and create a pool of talent in anticipation of organic growth within accounts

• Coach and develop team members to performance. Provide timely and relevant feedback, keep a record of feedback through Workday, and ensure proper actions are in place to address performance gaps in collaboration with the MLS Manager

• Responsible for the approval of job profiles, task outlines, and administrative tasks relevant to the program

• Handle escalations and ensure proper actions are in place to close performance gaps.

• Identify new ways to provide (and extract) additional value from clients

• Build alliances and partnerships with other internal organizations, collaborate with program leads to ensure programs and learning solutions align with defined competency frameworks and internal processes and tools.

• Responsible for the evaluation of MLS-created program effectiveness, reporting to both Training Transformation leadership and clients the impact on behavior, performance, ROI, etc

• Responsible for tracking and maintaining the profitability of the accounts or programs by making sure that client KPIs, goals, and targets are met.

• Develops, implements, administers, and/or monitors Training Transformation policies, procedures, and practices. Ensures they are enforced and approves exceptions as appropriate.

• Act as primary contact for MLS learning programs to ensure continuity of program development, deliver regular status updates to both client and MLS leadership

• Other duties as needed to support the programs offered by the Training Transformation organization

• Validate and approve team member time tracking to drive accurate client invoicing

Skills :

• Understanding of competency frameworks and learning evaluation models (e.g.,

• Ability to communicate clearly and concisely across multiple levels within the company.

• Able to work with teams of a minimum of 8 team members.

• Develop networks and identify resources as and when necessary

• Leadership Skills.

• Coaching Skills

Knowledge :

• B2 English - Required

• Advanced Google Apps for Work tools (ie: Google Drive, Google Calendar, Gmail) - Required

• Strong reporting and analysis skills (flowcharts, daily attendance reports and scorecards) - Required

• Proficiency in Learning Experience Design (LXD) tools and methodologies - Required

• Strong understanding of instructional design principles, adult learning theories, and training needs analysis (TNA) - Required

• Experience with LMS platforms (administration, uploading, and managing content) - Required

• Proficiency in effort estimation, project scoping, and workload management

• Familiarity with e-learning authoring tools (Articulate, G Suite) - Required

• Proficiency in reporting tools and performance tracking (e.g., Workday, dashboards)

Studies and Experience:

• 2-3 years of experience in external Client/Stakeholder Management - Required

• 3–5 years of experience in Learning Experience Design, Instructional Design, or a related learning & development role - Required

• 2–3 years of experience in a leadership, supervisory, or team lead capacity - Desirable

• Experience with LMS administration and content management platforms

• Demonstrated experience in workforce planning, resource allocation, and talent management

• Three years of experience is a must:

• Knowledge of leading practices in the area of focus, including performance, coaching, change management, teaming, leadership development, and learning design

• Must be detail-oriented with a concern for quality expressed by continually initiating program and process improvements

• Demonstrated experience effectively managing complex accounts or projects

• Adept at handling sensitive information in a confidential manner

• Experience describing and documenting project or client requirements