(USA) Senior Analyst, Learning And Development
About The Position
The Senior Analyst, Learning & Development supports the development and maintenance of customer-facing Help Center content and internal knowledge resources for Walmart Business. The role partners with Customer Operations Managers and cross-functional stakeholders to identify content needs, manage project deliverables, and coordinate updates that support product launches, operational readiness, and changing business priorities. By translating complex information into actionable guidance, using AI-powered tools, and driving continuous improvement, the Senior Analyst helps improve customer self-service, Care agent effectiveness, and scalable knowledge experiences. The Walmart Business Customer Operations team connects customer needs with business processes, product capabilities, and operational solutions. It collaborates across Product, Engineering, Operations, Learning & Development, and Customer Care to improve support experiences, ensure operational readiness, and develop scalable solutions. The team develops and delivers training programs, facilitates cross-functional collaboration, and improves processes in support of Walmart Business growth.
Requirements
- Bachelor’s degree in Business, Human Resources, Communications, Education, or a related field, or 2 years of experience in training, quality, knowledge management, contact center, or a related area.
- Proven experience developing knowledge resources, training materials, process documentation, or customer support content aligned with business needs.
- Strong project management skills to coordinate multiple initiatives, manage timelines, track deliverables, and drive projects through completion.
- Ability to translate complex technical, product, and operational information into clear, actionable content for different audiences.
- Experience collaborating with cross-functional stakeholders to gather requirements, manage expectations, and coordinate content reviews and approvals.
- Understanding of knowledge management, content governance, and quality assurance practices to ensure accurate, accessible information.
- Experience using generative AI and automation tools to improve content development efficiency and knowledge experiences.
- Strong analytical, communication, and problem-solving skills to drive continuous improvement.
Nice To Haves
- Design experience.
- Project management experience.
- Experience supervising associates.
- Training and development experience.
Responsibilities
- Develop and maintain customer-facing Help Center content and internal knowledge resources, translating complex product, technical, and operational information into clear, actionable guidance.
- Partner with Customer Operations Managers and cross-functional stakeholders to prioritize content needs supporting product launches and operational readiness.
- Manage content requests from intake through completion, coordinating deliverables, timelines, reviews, and dependencies with partner teams.
- Apply knowledge management standards and quality controls to ensure content remains accurate, consistent, and accessible.
- Use generative AI and automation to streamline content development, identify gaps, and enhance customer self-service and agent support.
- Analyze customer feedback, agent insights, and content performance to drive continuous improvement.
Benefits
- Medical, vision, and dental coverage.
- 401(k).
- Stock purchase plan.
- Company-paid life insurance.
- Paid time off, including sick leave.
- Parental leave.
- Family care leave.
- Bereavement leave.
- Jury duty leave.
- Voting leave.
- Short-term and long-term disability.
- Company discounts.
- Military Leave Pay.
- Adoption and surrogacy expense reimbursement.
- PTO and/or PPTO for vacation, sick leave, holidays, or other purposes.
- Live Better U education benefit program, with tuition, books, and fees paid for eligible programs.
- Performance-based bonus awards; annual or quarterly performance bonuses may apply.
- Stock may be included as additional compensation for certain positions.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
