Sr. Learning Experience Lead, Learning and Development

How We Work At Chick-fil-A Chick-fil-A, Inc. ('Chick-fil-A' or 'the Company') Staff members play a vital role in achieving our strategic goals by developing their skills, fostering inclusive teamwork, and embracing innovation. All Staff are expected to contribute to a compelling future by inspiring and motivating those around them.

Growth and development are essential at Chick-fil-A. We want Staff to seek new perspectives and adopt new methods to drive continuous improvement and adaptation to evolving business needs. Lastly, we ask Staff to seek wisdom, expect the best, accept responsibility, respond with courage, and think others first. Our Flexible Futures Model offers a healthy mix of working in person (currently a minimum of 8-10 days per month) and virtually, strengthening key elements of the Chick-fil-A culture by fostering collaboration and community.

Overview

The Sr. Experience Lead is the primary point of contact for the end-to-end execution of learning experiences, ensuring seamless delivery before, during, and after each offering. The Sr. Experience Lead translates learning strategy into engaging, cohesive experiences and provides connectivity across learners, facilitators, partners, and the broader Learning Team (Field or Staff).

Through strong experience leadership, operational excellence, and learner and stakeholder insights, the Sr. Experience Lead ensures learning objectives are met and influences the continuous improvement and relevance of learning solutions.

Responsibilities

Translate the Learning Solution Strategy (LSS) into impactful, engaging, and cohesive learning experiences. Experience Lifecycle Management: Lead the transition of learning initiatives from development through execution, ensuring all elements are implemented to deliver a seamless, high-quality learner experience. Delivery Ownership: Serve as the primary point of contact and own the “Deliver” phase of the Experience Process Flow, adapting in real time to learner, facilitator, stakeholder, and operational needs.

Program Management: Project manage all facets of learning experiences, including logistics, budget, registration, communications, participant rosters, measurement, and other execution requirements. Collaboration Logistics Leadership: Influence and manage complex logistical requirements essential to successful learning experiences.

Cross-Functional Partnership: Collaborate with Learning Designers, SMEs, program project teams, and other partners to ensure alignment and seamless execution. Experience Connectivity: Foster connection among those who impact the learning experience, ensuring content, stakeholders, and execution are aligned. Communication Stakeholder Engagement: Foster genuine hospitality and engagement with facilitators, participants, leaders, and key partners throughout the learning experience.

Facilitation Readiness: Lead preparation with facilitators to ensure they have the tools, knowledge, and confidence needed for effective delivery. Performance Reporting: Lead After Action Reviews (AARs) to celebrate successes, identify opportunities, synthesize learner feedback and assessment data, and report on participation, measurement, and budget performance.

Continuous Improvement: Leverage learner feedback, stakeholder and partner insights, business and industry acumen, and experience leadership to recommend and align on program improvements; partner cross-functionally to enact changes. Knowledge Quality Assurance: Participate in Alpha and Beta reviews, providing perspective on learner experience and operational feasibility.

Strategic Consulting: Serve as a consultant during Learning Solution Strategy and High-Level Design (HLD), bringing experience, learner, and execution perspectives upstream. Executive Presence Leadership Liaison: Create seamless engagement among learners, facilitators, SMEs, and organizational leaders, representing our organizational and team brand with confidence and professionalism.

In-the-Moment Leadership: Exercise sound judgment and take appropriate action when circumstances shift, balancing learner needs, stakeholder expectations, business priorities, and the integrity of the learning experience. Required Qualifications (Knowledge, Skills, & Abilities) Demonstrated ability to steward complex learning experiences and cohorts from planning through execution and continuous improvement Strong project and operational management skills, including planning, prioritization, attention to detail, and management of multiple interdependent workstreams Ability to anticipate needs, identify risks, solve problems resourcefully, and adapt effectively in real time Sound judgment and ability to make timely, integrative decisions considering learner needs, business priorities, organizational culture, and longer-term implications Strong relationship-building and cross-functional collaboration skills across facilitators, participants, SMEs, partners, and organizational leaders Confidence and professional maturity to independently lead learning experiences and engage effectively with leaders at all levels Strong hosting and facilitation skills, including the ability to read group dynamics, reinforce learning objectives, and foster participant engagement Learner-centered mindset with the ability to understand audience needs, demonstrate empathy, and translate insights into an improved learning experience Strong verbal and written communication skills, including the ability to communicate clearly and effectively with executive-level audiences Ability to provide clear, targeted, and actionable feedback and use learner, stakeholder, and performance insights to influence continuous improvement Working knowledge of adult learning principles and their application to learning experiences Strong business and industry acumen, including knowledge of the CFA Brand and restaurant industry Financial management skills, including budget tracking, reporting, and sound stewardship of resources Ability to manage confidential and sensitive information with discretion Preferred Qualifications (Knowledge, Skills, & Abilities) 5+ years of experience in learning and development, leadership development, program management, or a related field Demonstrated knowledge and application of modern adult learning principles and practices Proven track record of successfully managing complex learning programs or experiences from planning through execution and continuous improvement Experience supporting or facilitating in-person, virtual, or blended learning experiences Experience partnering cross-functionally with facilitators, subject matter experts, business partners, and senior leaders Required Years of Experience 4 Preferred Years of Experience 5 Travel Requirements 10% Required Level of Education Bachelor's degree or equivalent experience Preferred Level of Education Bachelor's Degree Preferred Major/Concentration Adult Learning, Leadership Relocation Assistance Provided No Execution Strategic Translation: Translate the Learning Solution Strategy (LSS) into impactful, engaging, and cohesive learning experiences.

Experience Lifecycle Management: Lead the transition of learning initiatives from development through execution, ensuring all elements are implemented to deliver a seamless, high-quality learner experience. Delivery Ownership: Serve as the primary point of contact and own the “Deliver” phase of the Experience Process Flow, adapting in real time to learner, facilitator, stakeholder, and operational needs.

Program Management: Project manage all facets of learning experiences, including logistics, budget, registration, communications, participant rosters, measurement, and other execution requirements. Collaboration Logistics Leadership: Influence and manage complex logistical requirements essential to successful learning experiences.

Cross-Functional Partnership: Collaborate with Learning Designers, SMEs, program project teams, and other partners to ensure alignment and seamless execution. Experience Connectivity: Foster connection among those who impact the learning experience, ensuring content, stakeholders, and execution are aligned. Communication Stakeholder Engagement: Foster genuine hospitality and engagement with facilitators, participants, leaders, and key partners throughout the learning experience.

Facilitation Readiness: Lead preparation with facilitators to ensure they have the tools, knowledge, and confidence needed for effective delivery. Performance Reporting: Lead After Action Reviews (AARs) to celebrate successes, identify opportunities, synthesize learner feedback and assessment data, and report on participation, measurement, and budget performance.

Continuous Improvement: Leverage learner feedback, stakeholder and partner insights, business and industry acumen, and experience leadership to recommend and align on program improvements; partner cross-functionally to enact changes. Knowledge Quality Assurance: Participate in Alpha and Beta reviews, providing perspective on learner experience and operational feasibility.

Strategic Consulting: Serve as a consultant during Learning Solution Strategy and High-Level Design (HLD), bringing experience, learner, and execution perspectives upstream. Executive Presence Leadership Liaison: Create seamless engagement among learners, facilitators, SMEs, and organizational leaders, representing our organizational and team brand with confidence and professionalism.

In-the-Moment Leadership: Exercise sound judgment and take appropriate action when circumstances shift, balancing learner needs, stakeholder expectations, business priorities, and the integrity of the learning experience. Demonstrated ability to steward complex learning experiences and cohorts from planning through execution and continuous improvement Strong project and operational management skills, including planning, prioritization, attention to detail, and management of multiple interdependent workstreams Ability to anticipate needs, identify risks, solve problems resourcefully, and adapt effectively in real time Sound judgment and ability to make timely, integrative decisions considering learner needs, business priorities, organizational culture, and longer-term implications Strong relationship-building and cross-functional collaboration skills across facilitators, participants, SMEs, partners, and organizational leaders Confidence and professional maturity to independently lead learning experiences and engage effectively with leaders at all levels Strong hosting and facilitation skills, including the ability to read group dynamics, reinforce learning objectives, and foster participant engagement Learner-centered mindset with the ability to understand audience needs, demonstrate empathy, and translate insights into an improved learning experience Strong verbal and written communication skills, including the ability to communicate clearly and effectively with executive-level audiences Ability to provide clear, targeted, and actionable feedback and use learner, stakeholder, and performance insights to influence continuous improvement Working knowledge of adult learning principles and their application to learning experiences Strong business and industry acumen, including knowledge of the CFA Brand and restaurant industry Financial management skills, including budget tracking, reporting, and sound stewardship of resources Ability to manage confidential and sensitive information with discretion