How do you ensure that training programs are strategically aligned with business goals?
As a Learning Director, you will be championing programs that directly impact the workforce and the company's business goals. The interviewer would like to learn about your approach to strategically aligning with these goals. Give examples of long-term and short-term goals to associate the different factors impacted by learning and development programs. A strong answer will specify key performance indicators and other measures of success.
"During the design stage of instructional design, the most important factors to consider are learning objectives, content, delivery method, and evaluation tools. Let's say, for instance, that the organization's long-term goal is to improve its brand reputation. This is usually measured through a net promoter score (NPS). I would identify which lines of business directly impact the NPS, such as customer service groups and sales groups. From there, we can establish the baseline NPS and define what constitutes an impactful improvement. Then, my team would develop a program that directly addresses the gaps in customer service by looking at the NPS quantitative and qualitative data. After that, we can identify the skill gaps that can be addressed by training, develop the content, identify the best mode of delivery for the content, and evaluate the learner's progress and program effectiveness. I personally prefer to keep the process iterative so that I would negotiate gradual evaluation. For example, we would set goals to measure learner performance against goals immediately after training and set milestones well after that. This way, if we identify more opportunities for learning after 30 days, then we can follow-up with quick sessions or coaching."
