WalkMe Project

In 2025, I led both the pilot and full-scale launch of a new life-insurance business line designed to create year-round stability and revenue for the company. I partnered closely with subject-matter experts, compliance teams, vendors, and senior leaders to conduct thorough discovery, intake, and project scoping. This included defining the curriculum strategy, clarifying performance requirements, and ensuring alignment with regulations. Throughout the process, I translated complex product and regulatory information into clear learning objectives, structured onboarding paths, and multimodal training materials that supported both new and experienced agents.

To execute the initiative, I supervised a blended team of instructional designers, junior contributors, and cross-functional stakeholders, ensuring quality, consistency, and pace across all deliverables. Within four months, I successfully launched the program to an initial pilot group of 30 agents and then rapidly scaled it to more than 400 agents, demonstrating its effectiveness and expanding the organization’s operational reach. I also implemented more than 50 WalkMe digital-adoption items to support just-in-time learning, while guiding other team members in developing additional interactive elements. This combination of structured curriculum design, team leadership, and embedded technology created a highly scalable training ecosystem that improved agent readiness and strengthened the company’s ability to grow in a new market segment. 

The training program was delivered as a cohesive five-day blended learning experience that combined multiple modalities to maximize engagement, retention, and on-the-job readiness. Learners participated in structured VILT sessions that introduced key concepts and allowed for real-time practice and discussion. These live sessions were reinforced with self-paced e-learning modules built in Rise, providing interactive content, knowledge checks, and scenario-based application. To support just-in-time performance, I designed and implemented WalkMe guides that embedded step-by-step assistance directly into the workflow. Additionally, agents practiced real-world conversations through Second Nature AI simulations, which offered personalized feedback and repetition without requiring facilitator bandwidth. Together, these elements formed an integrated, multimodal curriculum that equipped learners with the skills and confidence needed to perform effectively from day one.