Senior Customer Experience Trainer

Freddie Mac
McLean, VA
Nov 02, 2019
Nov 14, 2019
Full Time
The Customer Experience Development Team (CXDT) ensures we are maximizing the contributions of our people via programming that is relevant, innovative, and streamlined. The team delivers training and development programs for the Customer Experience and Support Services (CXSS) and Single-Family Operational Services organizations to enhance the customer experience.

This role leverages data and analysis as well as learning and development activities including training, communications, and change management but will perform other functions as assigned to support the overall objectives of CXSS. This position requires the ability to collaborate positively across divisional lines and to build trusting and supportive partnerships across all levels of the organizational chart.

Your Work Falls into Three Primary Categories:

Supporting Coaching and Training Efforts

  • Deliver training and development courses to Customer Support Services and Single-Family Ops partners
  • In collaboration with other Customer Experience Development team members, design and continuously improve upon a cohesive, consistent and streamlined training platform for Customer and Operational Services, focusing on enhancing the customer experience
  • Produce skills development plans to drive behaviors that enhance the customer experience
  • Identify knowledge gaps, deliver tools to bridge the gaps, and assess progress with a high degree of analytics
  • Recommend performance enhancing actions based upon performance needs and trends
  • Analyze monthly quality assurance data and incorporate the insights gained into a meaningful development plan
  • Assess relevant customer support personnel development needs in consultation with departmental leaders and individual contributors

Supporting Communication Efforts
  • Support the design, development, delivery and management of communications
  • Develop and maintain a cohesive change communication plan that engages support from key sponsors and generates global "buy-in" for Customer Experience Support Services (CXSS) initiatives
  • Identify changes that will impact the customer experience and deliver timely information regarding those changes to our client facing teams

Building Trusting and Supportive Partnerships
  • Drive partnerships with a wide variety of business areas to ensure that our customer facing representatives maintain awareness of changes that may impact our customers


  • College degree or equivalent work experience
  • 5-7+ years of overall experience, with 2+ years of related experience in training, communications and/or change management
  • Strong knowledge of Microsoft Office products including Word & Power Point, with knowledge of Excel and Publisher
  • Ability to adapt and respond quickly and effectively in a rapidly changing environment
  • Strong facilitation and presentation skills
  • Exceptional communication skills, both written and verbal
  • Excellent active listening skills
  • Problem solving and root cause identification skills
  • Ability to influence others and move toward a common vision or goal

Keys to Success in this Role
  • A base understanding of managing the people side of change
  • Ability to communicate and motivate in both face-to-face settings as well as web-based settings
  • Ability to positively collaborate with high profile internal and external stakeholders in support of department specific initiatives
  • Having a passion for serving our partners at a high level as well as proven experience identifying and resolving knowledge gaps in an environment of rapid change
  • Ability to present in a business like yet empathetic manner with the ability to swiftly adapt to change in consideration of alternate points of view
  • Ability to communicate professionally and empathetically with customers, business partners and key stakeholders at all levels to create "buy-in" and consensus

Top 3 Personal Competencies to Possess
  • Customer Focus (Internal and External): Personally engage with customers to learn their needs
  • Seek and Embrace Change: Actively support culture change initiatives
  • Partnership: Build trust and strong partnerships through my own and my team's actions

Preferred Skills

Preferred Skills
  • Broad knowledge of the Freddie Mac business
  • Strong knowledge of instructional design
  • Prosci Change Management certification
  • Knowledge of Adult Learning principles

Today, Freddie Mac makes home possible for one in four home borrowers and is one of the largest sources of financing for multifamily housing. Join our smart, creative and dedicated team and you'll do important work for the housing finance system and make a difference in the lives of others. Freddie Mac is an equal opportunity and top diversity employer. EOE, M/F/D/V.