I designed and developed, alongside coaches and operations, a four-course blended learning program supporting the organization’s transition from a product-focused model to a client-focused operating model. Each course included both eLearning and instructor-led components and targeted behavior change, mindset shift, and alignment to new performance metrics for service representatives and leaders.

A continuous, story-driven approach was woven throughout the program to increase relevance and engagement. Learners followed a relatable service representative persona navigating frequent change, evolving expectations, and revised metrics. The narrative introduced the concepts of “the dance” (day-to-day execution) and “the balcony” (stepping back to understand purpose and impact), reinforcing the importance of balancing operational tasks with client-centered perspective. The story was tailored by audience, with distinct versions for representatives and managers/coaches, ensuring alignment to role-specific responsibilities and coaching behaviors.

This blended, narrative-based approach helped learners connect organizational changes to real client outcomes, supported behavioral adoption, and reinforced a shared understanding of the client-first operating model.