Personalized Learning Journey pilot

Adding the manager’s judgment

The original plan compared entirely automated and entirely manual approaches. I proposed a third option that involved the manager. We had seen manager involvement work well in other tasks, and a manager’s knowledge of an advisor could help put the quiz result in context.

I selected the quiz questions and mapped each one to a micro-course addressing a specific skill. All advisors took the quiz. Managers then received their team’s results and automated course suggestions.

I wrote the process managers would follow to review those results, assign learning, and gather feedback. A manager could assign a course to an advisor who passed the quiz but needed practice, or decide that someone who missed a question had already demonstrated the skill in customer interactions. Managers controlled the assignments and coaching conversations.

Making the approach executable

I gained stakeholder agreement, designed the process, and secured approval for an international pilot involving vendors. I created the plan and communications, and worked closely with vendor management on localization and implementation.

The project brought together training, analytics, exam operations, vendor management, and internal teams. I coordinated readiness and follow-up alongside the manager procedures and feedback process.