CX Trainer - Washington, DC - Hybrid

Summary

As a DC CX Trainer at Gainwell, you will support employee development and operational excellence by delivering engaging training programs that prepare team members to successfully support Medicaid and Medicare-related operations. This role is responsible for facilitating new hire onboarding, ongoing learning, and performance improvement initiatives while serving as a trusted resource for employees and business partners. You will help build workforce capability through effective training delivery, curriculum development, and continuous improvement efforts that support customer experience and operational goals.

Your role in our mission

When joining Gainwell, you will:

• Deliver instructor-led training programs for new hires and existing employees, ensuring learners understand business processes, systems, and customer experience expectations.
• Develop and maintain lesson plans, participant guides, job aids, and training materials that support operational readiness and performance.
• Partner with business leaders, training teams, and subject matter experts to identify learning needs and implement effective training solutions.
• Facilitate onboarding, refresher, remediation, and change-management training initiatives in support of business priorities.
• Evaluate training effectiveness through assessments, learner feedback, and performance results, recommending improvements as needed.
• Support knowledge transfer, process updates, and system implementations through targeted training and employee readiness activities.

What we're looking for

• 5–7 years of experience delivering corporate training programs in environments where business processes and technology systems are learned and applied together.
• Experience facilitating instructor-led training, onboarding, performance improvement, or operational readiness programs.
• Strong communication, facilitation, and presentation skills with the ability to engage learners across varying experience levels.
• Ability to apply adult learning principles, adapt training approaches, and leverage training technologies to improve learner outcomes.
• Experience collaborating with cross-functional stakeholders and supporting large-scale operational, system, or business transformation initiatives.

What you should expect in this role

• Hybrid work environment with a combination of onsite and remote work; training delivery is primarily conducted onsite.
• Facilitation of new hire, refresher, and performance improvement training programs that may span multiple weeks.
• Flexibility to support training initiatives and critical business needs outside of standard working hours when necessary.

*This posting is intended for pipelining. We will accept applications on an ongoing basis.

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