Client Background:
A global automotive manufacturer with over 60,000 retailer staff worldwide was undergoing a large-scale transformation to enhance retailer staff competence, performance, and customer experience.
As part of this initiative, the company required structured learning pathways for all retailer roles to provide the core knowledge, skills, and behaviours needed to perform effectively. The solution needed to be scalable across global markets while allowing for regional flexibility, ensuring every employee had access to high quality, relevant training.
Client Snapshot
Client Snapshot
Global OEM with over 60,000 retailer staff worldwide
Step 02
Business Challenge
Business Challenge
A robust onboarding programme for retailer new starters
Evolved Solution
Evolved Solution
Global role-based pathways for all retailer roles
With a workforce spread across multiple regions, the client faced several key challenges:
Retailer staff across different markets had varied learning preferences and expectations, requiring a deep understanding of what would drive engagement.
With a wide range of retailer roles, it was critical to ensure each position had a tailored development pathway while maintaining global consistency.
The framework needed to be standardised enough for global alignment yet flexible enough for local markets to tailor content without losing core principles.
The training needed to embed customer experience as a fundamental focus, ensuring that learning directly contributed to service excellence.
To maximise engagement and knowledge retention, the learning solution needed to blend structured content with innovative and interactive learning methods.
To build a solution that was both strategic and practical, we conducted an in-depth research project that shaped the learning design.
We conducted interviews with retailer staff across multiple retailers to understand the learning culture, preferences, and challenges, ensuring the solution would be relevant and engaging.
By analysing job descriptions, we created a competency matrix that defined the knowledge, skills, and behaviours required for each role. This informed structured learning objectives and provided the foundation for content development.
The learning pathways were designed using a modular approach, allowing markets to tailor, add, or omit content as needed while maintaining alignment with global standards.
We worked closely with regional stakeholders to ensure that the core learning structure met the needs of all markets, reducing the need for extensive localisation.
To create high-quality, inspiring content while managing budgets, we leveraged innovative video production techniques that featured subject matter experts (SMEs) from across the business, ensuring credibility and authenticity.
We developed a curriculum learning brand to give the program a consistent, premium look and feel, elevating engagement and reinforcing its strategic importance.
To ensure learning met all workplace demands, we aligned the design to the 5 Moments of Need, ensuring employees received the right support at the right time, whether they were learning something new, expanding knowledge, problem-solving, or reinforcing skills in real-time.
We developed a core learning pathway framework that was adaptable across all retailer roles while incorporating role specific customisation for specialised knowledge, skills, and behaviours.
Key elements of the solution included:
Every piece of learning content was designed with the consumer journey at its core, ensuring a customer-first mindset across all roles.
We introduced peer learning spaces, allowing retailer staff to share best practices and collaborate with global colleagues, strengthening cross-market engagement.
Retailer Staff had access to practical toolkits that supported on-the-job learning, enabling them to apply their knowledge without disrupting business operations.
The structured yet flexible framework ensured new hires and existing employees could seamlessly access and navigate the learning pathways.
The learning pathways provided a consistent global approach that local markets could adopt with minimal adaptation, ensuring efficiency and alignment.
New starters had a single, structured entry point for their learning, allowing them to develop the core competencies needed to perform their roles within three months.
By bringing internal experts to the forefront, the program increased credibility and learner trust, strengthening its impact.
The introduction of peer-to-peer learning and interactive communities saw high levels of engagement, creating a stronger learning culture across markets.
Evolved Automotive Learning is a trading name of Evolved Business Support Ltd.