Building programs that survive first contact with reality — and designing the audit-refresh cycle that keeps them relevant long after launch.
I’ve built training programs at every scale — from a global 160-person technical support operation at Tyco/JCI, to a 254-person post-merger onboarding at AudienceView, to multi-product-line enablement programs in my current shared services role.
The pattern that fails every time: launch a training program, tick the box, move on. Six months later nobody remembers it, the process has changed, and the tools have been updated without anyone updating the training.
The pattern that works: audit → gap analysis → build → launch → schedule the refresh before you launch. This pillar covers how to do that at every level of an organisation.
How to design training that works — from needs analysis to content structure to delivery format. Covering new hire onboarding, advanced upskilling, and role-specific knowledge tracks.
The audit → gap analysis → rebuild → relaunch cycle that keeps training current without starting from scratch every time.
Getting teams to actually use the platforms, dashboards, and processes you’ve built. Change management for tool rollouts, SOP governance, and the training layer that PSA migrations require.
When AudienceView merged with Vendini in 2019, two distinct support organisations needed to become one. The training challenge wasn’t just onboarding new staff to new systems — it was building a shared knowledge base for teams that had never worked together.
I led the Customer Support and Corporate IT training workstreams — designing role-specific onboarding tracks, documenting merged SOPs, and delivering enablement for the unified tool set within a 30-day integration target.