Financial Services Firm Realigns L&D to Focus on Learner Experience

Corporate L&D


A leading financial services firm was undergoing a broad organizational change to become more customer experience focused. As they took on this transition, the learning function identified the need to reexamine their skills, processes, and structure to ensure they reflected the same.


When this financial services firm decided to refocus their learning organization to mirror the broader business effort around experience design, they turned to our consultant to help identify the skills their teams would need and conduct a series of workshops to build the skills and create a series of learner personas and journey maps for some of their most critical learner roles.


As a result of these workshops, the learning function completely redesigned the solutions for onboarding and upskilling one of the most critical firm roles. This has also become the model by which they’ve reorganized the learning function and replicated deliverables numerous times since then.

This work was completed by The Learner Collective prior to becoming a part of Entangled Solutions.