Attracting and Retaining CX and UX Talent
A Training Program for HR, Recruiters, Sourcers, and Hiring Managers
Delta CX is a SHRM Recertification Provider. If you complete this course and get our Completion or Specialist Certificate, you will qualify for 8 PDUs from SHRM.org. https://portal.shrm.org/Education/Registration/Details.aspx?cid=c4d9b59f-c416-4463-b6ac-7aa1db47e9cf
Training Program Description:
Come and learn enough about CX and UX, its workers, and its processes so that you can improve your ability to attract and retain great talent. You’ll be able to create better jobs. You’ll be able to recognize what typically goes wrong at companies that make CX workers never apply, or make them very likely to quit your company.
Your company imagines it sells software, services, or goods. But ultimately you sell your talent, the people who work at your company. If you hire the wrong people, if processes are broken, or culture is suffering, products and services are likely to be poor. Customer outcomes are likely to be poor.
An example of one disconnect is how you want to assess CX/UX abilities before hiring us... must be a great researcher, must have years of UX experience, must show proficiency in information architecture. But then so many jobs want us to hold workshops where "everybody can do the UX." Nobody assessed workshop attendees' UX-related abilities. Product doesn't hold workshops to have everybody guess at and vote on their favorite product roadmap. Engineers don't have a sticky note festival so we can all decide the technical architecture together. Something is very broken at the company when we allow unqualified people to make decisions in a specialized domain.
It's extremely important to invest some time now in understanding what CX and UX are, who does them, how, why, and how so qualified candidates are more likely to apply and stay.
This training is completely free. Over 8 hours of content, information, and advice are broken into 50 videos.
Once you have watched 100% of the video content, you can get a free Certificate of Completion. Or go for our free exam, and get your "Specialist in Attracting and Retaining CX & UX Talent" Certificate (or a certificate of completion if you don't want to take the exam).
This training was written for:
- HR professionals and consultants
- Recruiters, staffing agents, and talent sourcers
- Hiring managers for CX and UX jobs, especially those who do not have experience working in CX or UX.
- What are CX and UX?
- What types of work and tasks do we normally do? What’s outside of our usual fields of expertise?
- Processes and approaches we use.
- CX/UX education.
- Why our job titles are a mess and what they should be.
- Why we tend to be flight risks or quit, and what can be improved.
- The dirty secrets job descriptions tell us about companies.
- Creating excellent job descriptions.
- Improving the candidate experience.
- How to assess candidates.
- The benefits of creating an apprenticeship program at your company.
Note: Manually generated captions are coming summer 2021. Sorry for the delay. Please watch in Chrome for auto-generated captions.
This course was written and narrated by Debbie Levitt. Content and all Delta CX models are copyright 2018-2021 Brass Flowers Inc. All Rights Reserved.
"Delta CX" and "The Four Horsemen of Bad UX" are registered trademarks of Brass Flowers Inc. "Low Ego Action Heroes" is a trademark of Brass Flowers Inc.
Start0201: Common Processes (5:39)
Start0202: What About "Empathy"? (7:47)
Start0203: Audits And Analyses (3:11)
Start0204: CX Research, Part 1 of 2 (14:17)
Start0205: CX Research, Part 2 of 2 (10:50)
Start0206: Content Strategy (2:59)
Start0207: Information Architecture (7:31)
Start0208: Interaction Design (6:51)
Start0209: Visual Design (3:14)
Start0210: Accessibility (5:21)
Start0211: What Tools Do We Use? (4:39)
Start0212: CX Education - Where Do We Learn This? (8:23)
Start0213: What Is Outside Of Our Tasks? (2:57)
Debbie Levitt, CXO of Delta CX, has been a CX and UX strategist, designer, and trainer since the 1990s. As a “serial contractor” who lived in the Bay Area for most of the 2010s, Debbie has influenced interfaces at Sony, Wells Fargo, Constant Contact, Macys.com, Etsy, and a variety of Silicon Valley startups.
Clients have given her the nickname, “Mary Poppins,” because she flies in, improves everything she can, sings a few songs, and flies away to her next adventure.
Her “DevOps ICU” book and training teach non-CX roles about CX, why it’s done by specialists, and how to integrate it into teams and processes. Her “Delta CX” book and training teach companies how to improve customer satisfaction, predict and mitigate business risk, and increase ROI by investing in great customer experiences.
Outside of CX work, and sometimes during CX work, Debbie enjoys singing symphonic prog goth metal, opera, and New Wave.