Learning & Enablement Specialist

As an NRG employee, we encourage you to take charge of your career and development journey. We invite you to explore exciting opportunities across our businesses. You’ll find that our dynamic work environment provides variety and challenge. Your growth is key to our ongoing success—take the lead in shaping your career development, goals and future!

JOB SUMMARY

The Learning & Enablement Specialist is a dynamic role combining learning science, creative content-making, and hands-on training. This role requires proficiency in instructional design as well as the capability to facilitate training sessions when necessary. The preferred candidate will demonstrate the ability to create engaging and effective learning experiences within a rapidly evolving environment.

Primarily focused on content creation and development, this specialist will dedicate most of their time to producing eLearning materials and other training solutions for multiple locations and regions in a fast-paced retail call center setting. 

A secondary but important focus includes instructional design strategy and performance consulting support, helping to ensure that training solutions deliver meaningful impact on key business metrics for our stakeholders.

Applicants should possess advanced skills in AI-driven training design and development, utilizing platforms such as Vyond, Articulate Storyline, Second Nature, and AI LLM platforms. A successful candidate will be inquisitive about data and committed to developing learning programs that are modern, measurable, and meaningful. Demonstrated experience in leveraging AI tools for efficient content creation, using learner analytics for personalized learning pathways, and employing prompt engineering to optimize AI outputs is highly desirable.

ROLE FOCUS (Approximate Time Allocation)

·       ~60% Learning Content Creation — developing eLearning modules, microlearning, job aids, video-based learning, and blended curricula

·       ~30% Training Facilitation & Performance Consulting — delivering training including new and ongoing development sessions, conducting light needs analysis, supporting curriculum planning, and recommending performance-focused learning solutions

PRIMARY RESPONSIBILITIES

The following areas represent the core focus of this role.

Content Creation & Development

·       Develop engaging, learner-centered training content including eLearning modules, microlearning, video explainers, job aids, facilitator guides, and blended learning curricula using tools such as Articulate Storyline, Rise, Vyond, and Adobe Creative Suite

·       Leverage AI-assisted content creation tools to accelerate the development of high-quality learning materials, including AI-based course builders, script generators, and visual design software

·       Apply prompt engineering techniques to effectively guide AI platforms (such as Microsoft Copilot, ChatGPT, or similar tools) to generate accurate, relevant, and on-brand learning content faster and more efficiently

·       Collaborate with subject matter experts (SMEs), managers, and cross-functional partners to translate complex processes and product information into clear, effective learning experiences

·       Develop and maintain assessments, knowledge checks, scenario-based activities, and social learning strategies that reinforce retention and on-the-job application

·       Manage and maintain course content within the Learning Management System (LMS), including course uploads, user assignments, and reporting

SECONDARY RESPONSIBILITIES
The following areas represent the secondary, but still important, focus areas of this role.

Training Delivery & Facilitation, and Performance Consulting

·       Facilitate engaging, high-energy training sessions for call center agents when needed for new hire onboarding, product launches, process updates, and ongoing development programs, both in-person and virtually

·       Use AI-powered performance coaching tools (such as Second Nature) to support agent skill development through realistic, scenario-based role-play simulations — providing learners with real-time feedback and personalized coaching at scale

·       Conduct light needs assessments and performance gap analyses to identify root causes of performance issues and recommend appropriate learning interventions

·       Partner with cross-functional teams, including Knowledge & Documentation, and Operations, to ensure training content is aligned with current processes and performance standards

·       Track and analyze key learning metrics, including Speed to Proficiency (STP), course completion rates, assessment scores, and post-training performance data, and use insights to inform content updates and future training strategy

 AI & TECHNOLOGY INTEGRATION

This is a required competency for this role — not a nice-to-have.

·       AI-Assisted Content Creation: Demonstrated ability to use AI tools to build learning content faster, smarter, and at scale — including AI-powered authoring tools, script generators, image creators, and course builders

·       AI-Driven Personalization: Experience using learner data and platform analytics to adapt and recommend learning paths tailored to individual performance needs and knowledge gaps

·       AI as a Performance Coach: Familiarity with platforms like Second Nature, Cresta, or similar AI roleplay simulators that provide real-time, data-driven feedback to learners in a call center context

·       Prompt Engineering: Applied ability to write clear, structured prompts that guide AI tools to produce accurate, contextually relevant, and high-quality learning content outputs

·       Continuous Innovation: Willingness to stay current on emerging AI tools and trends in L&D and proactively recommend new technologies that enhance the team's content creation and delivery capabilities

MINIMUM QUALIFICATIONS

·       Bachelor’s degree in Instructional Design plus 2 plus years of experience in professional Instructional designer position or a related field, or 5+ years of professional learning and development experience with no Bachelor’s degree

·       Minimum 2+ years of experience in a learning and development role with a demonstrated mix of content creation AND training facilitation/delivery

·       Proven ability to develop eLearning content using Articulate Storyline, Rise, or comparable authoring tools

·       Proficiency in Vyond, Adobe Creative Suite, Camtasia, or similar multimedia tools

·       Working knowledge of using Copilot and creating agents is a plus

·       Familiarity with Absorb LMS is a plus

·       Working knowledge of adult learning principles and instructional design models (ADDIE, SAM, Bloom’s Taxonomy and Kirkpatrick’s 4-Level Evaluation method or similar frameworks)

NOTE: Candidates who do not meet the minimum experience requirements will be automatically disqualified during the application screening process.

PREFERRED QUALIFICATIONS

·       Experience in a call center, contact center, or high-volume retail environment

·       Familiarity with xAPI, SCORM, or cmi5 standards for eLearning content

·       Experience using Microsoft Power BI or Power Automate for reporting or workflow automation

·       Certifications in Instructional Design, Training & Development (e.g., ATD’s CPTD), or Project Management (PMP) are a plus

ADDITIONAL KNOWLEDGE, SKILLS & ABILITIES

·       Strong communication and presentation skills — equally comfortable writing a storyboard and standing in front of a room

·       Excellent project management and organizational skills; able to manage multiple projects and priorities simultaneously

·       Collaborative team player who builds strong relationships across departments and with leadership

·       High level of integrity, accountability, and a strong work ethic

·       Ability to thrive in a fast-paced, constantly evolving environment

·       Curious, growth-oriented mindset with a passion for innovation in learning

WHAT SUCCESS LOOKS LIKE IN THIS ROLE

·       Within 90 Days: Has delivered at least one learning solution to the business, published to the LMS, and demonstrated AI-assisted content creation proficiency

·       Within 6 Months: Is independently managing a content development project from needs analysis through deployment, and is receiving consistently strong facilitation feedback scores

·       Within 1 Year: Has contributed measurably to key L&D metrics (STP, FCR, or completion rates), has integrated AI tools into regular workflow, and is seen as a reliable, go-to learning partner by the business units they support

WORKING CONDITIONS

·       Fast-paced retail call center environment

·       Majority of work performed on a personal computer in a seated position

·       Ability to travel to other work locations to support training delivery when needed

·       Weekend work, extended hours, and flexible schedules may occasionally be required

WHY NRG IS A GREAT PLACE TO WORK

·       Great company culture — voted a BEST employer by Forbes

·       Competitive total compensation package, including annual incentives

·       Stock Purchase Plan

·       Benefits starting on day one: Medical, Dental, Vision, Life Insurance, Short-Term Disability, and Wellness programs

·       Company-paid life insurance and disability insurance

·       401(k) plan to help save for retirement

·       Generous PTO plan, plus 11 company holidays and 1 floating holidays

·    Numerous discounts, including electricity discounts on NRG brands

NRG Energy is committed to a drug and alcohol-free workplace. To the extent permitted by law and any applicable collective bargaining agreement, employees are subject to periodic random drug testing, and post-accident and reasonable suspicion drug and alcohol testing. EOE AA M/F/Vet/Disability. Level, Title and/or Salary may be adjusted based on the applicant's experience or skills.

Official description on file with Talent.

We support the use of AI tools to help you prepare for your interview (e.g., practicing responses, researching the role, or refining your resume). However, during interviews and assessments, we expect responses to reflect your own thinking, experience, and communication. Use of AI to generate or read answers in real time, complete assessments, or misrepresent your qualifications is not permitted and may impact your candidacy.