Customer Experience Trainer

Alignment Health•Lincoln, NE

2d•$64,384 - $96,577•Remote

About The Position

Alignment Health is breaking the mold in conventional health care, committed to serving seniors and those who need it most: the chronically ill and frail. It takes an entire team of passionate and caring people, united in our mission to put the senior first. We have built a team of talented and experienced people who are passionate about transforming the lives of the seniors we serve. In this fast-growing company, you will find ample room for growth and innovation alongside the Alignment Health community. Working at Alignment Health provides an opportunity to do work that really matters, not only changing lives but saving them. Together. The Customer Experience Trainer is a high-impact individual contributor who plays a critical role in advancing Alignment Health’s growth and transformation strategy. As the organization continues to evolve and scale, this role is responsible for delivering engaging, hands-on, interactive learning experiences that directly strengthen customer service excellence across Alignment Health’s Customer Experience teams. Operating in a fast-paced environment, the Customer Experience Trainer leads dynamic virtual instructor-led training (VILT) programs that build employee capabilities, skills, and confidence ensuring teams are equipped to deliver high quality, mission-driven service on every customer interaction. This role requires agility, innovation, and the ability to quickly translate evolving business needs into effective learning solutions. General Duties/Responsibilities (not limited to):

Requirements

Minimum 5+ years of experience in a corporate trainer/facilitator, learning & development specialist, or equivalent role
Demonstrated expertise facilitating engaging virtual instructor-led training with confidence, presence, and adaptability
Familiarity with adult learning theory and virtual engagement best practices
Experience using learning technologies (LMS, virtual meeting platforms, collaboration tools)
Associate’s degree or equivalent experience
Ability to be on camera and dressed professionally when in meetings and teaching/facilitating
Ability to read, interpret, and clearly explain policies, procedures, and technical workflow instructions
Excellent verbal, written, and interpersonal communication skills
Excellent writing skills, ability to write routine reports, training content, training documentation, and professional correspondence
Ability to speak effectively and confidently before groups of employees and customers in virtual and live settings
Ability to use Microsoft applications to perform basic calculations related to trending, averages, and metrics to make data-driven recommendations and decisions
Ability to apply logical reasoning to explain and demonstrate detailed instructions, scenarios, and examples
Intermediate proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Teams) and ability to quickly learn proprietary systems and software
Strong attention to accuracy, quality, and consistency in training content and delivery
Ability to work independently, manage priorities, and deliver results as a solo contributor

Nice To Haves

Bachelor’s degree in Education, Curriculum & Instruction, Human Resources, Business, Healthcare Administration, or a related field
Experience in healthcare (Medicare or Medicare Advantage) and/or call center environments
Experience supporting customer experience or member services teams in a health plan, healthcare, or related environment
Strong training content development skills

Responsibilities

Delivers highly engaging virtual instructor-led training (VILT) sessions focused on customer experience, communication skills, empathy, de-escalation, and service excellence, including ownership and first call resolution
Leads multi-week VILT new hire onboarding in addition to ongoing training classes for existing employees promoting knowledge, skill, empathy and capability growth and development
Facilitates interactive learning experiences using adult learning principles, storytelling, and real-world scenarios
Coaches and mentors customer-facing teams driving continuous improvement at all levels
Adapts facilitation style to diverse audiences, ensuring participation, inclusivity, and sustained engagement
Creates and maintains high-quality training content in collaboration with the Customer Experience Training team’s goals, branding, and established processes
Translates business needs, customer feedback, and quality insights into effective learning solutions
Ensures content aligns with health plan requirements, regulatory standards, and customer experience goals
Exceptional team player, willing to stretch and wear multiple hats to meet business goals during peak training times
Supports new hire onboarding and ongoing learning initiatives
Partners closely with the Operations and Quality teams to identify training needs and opportunities
Performs Quality Assurance evaluations and call audits
Incorporates performance data, QA findings, and learner feedback to continuously refine training programs
Consistently provides a high level of service and is committed to increasing employee and member satisfaction
Takes member calls as needed to keep skills current
Evaluates training effectiveness through learner feedback, knowledge assessments, and performance metrics
Provides insights and recommendations to leaders on training impact and opportunities for improvement
Partners with Customer Experience Operations and Member Services teams on KPIs/OKRs to scale and level-up the entire Customer Experience team with a strong focus on raising the bar on service