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- Extensive experience leading strategy for the design, development and direction of human-centered learning, evaluation & professional development programs driving continuous individual, team and organization performance improvement.- Led strategy to Re-imagine Learning and Performance programs, including complete redesign of existing curriculum into blended active learning experiences and redesign of traditional employee performance assessment/evaluation into "Quality Intelligence Program" founded on a behavioral competency model, employee- and consumer-centered engagement, and the fabric of organizational culture.- Currently oversee leadership development for aspiring people leaders and experienced people leaders (managers to senior directors), as well as partner in support of executive leadership development including experiential learning, individual and program evaluation, and business impact.- Extensive experience with KCS knowledge management and driving measurable consumer satisfaction improvements for AARP’s outsourced geographically-dispersed and remote Consumer Care contact centers. ∙ Manage team of experts utilizing design thinking tools and methods to maximize UX, CX, LX and continuous human-centered performance improvement through process improvement, technology enhancements, experiential learning & innovation. ∙ Seasoned active learning facilitator specializing in group dynamics, change management and decision-making. ∙ Presented at Chief Learning Officer Virtual Exchange, Consero's Corporate Learning & Development Forum, Servant Leadership Research Roundtable hosted by Regent University, Consero's Contact Center Forum (4), Customer Contact Week Summit-Public Sector, ICMI Expo & Conference and Customer Contact Week- Learning Conference, Customer Contact Week- Nashville.
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Director, Learning And DevelopmentAarpWashington, Dc, Us -
Director, Learning & DevelopmentAarp Jun 2023 - Present
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Head Of Consumer Care Learning & Performance ImprovementAarp 2001 - Jul 2023Direct Consumer Care strategy for learning, evaluation & continuous performance improvement (e.g. customer acquisition, satisfaction/engagement, & retention). Partner to drive Digital Transformation, incl. Knowledge Centered Service (KCS) adoption supporting Ai-driven self-service. Utilize learning theory methodologies & learning science to address challenges & create environments enabling robust learning. Experience with platform & virtual active learning facilitation. Results: Continued CSAT "best in class" results (measured by an independent third-par)y). Directs continual program development & evaluation, incl. measurement of learning & business impacts. Direct Quality Intelligence Program & CSAT Survey results, driving deep RCA. Develop strategies & tactics to enhance adoption & improvement. Previous Roles: Sr. Mgr, Member Support; Mbr Comm, Advisor; Mbr Comm, Analyst; Training ConsultantAARP's CX Influencer TeamDesigning Experience Recovery work groupPresentations:Consero's Learning & Development Forum Learning Analytics: Measuring the Effectiveness of Training InitiativesServant Leadership Research Roundtable Developing Servant Leaders: A Whole-Brain Perspective(Customer Contact Week) CCW Nashville Conference Disposing Traditional Trainers: Elevate CX & Drive Metrics Through Self-Learning & Peer-to- Peer CoachingCCW- Public Sector Leveraging Multi-Channel Technology to Drive Service ExcellenceICMI Contact Center Expo and Conference Disrupting Silos: Blending QA, KM & Messaging to Drive Customer SatisfactionConsero Contact Center Forum Self-Service Contact Center: Way of the Future? (Panel) How Does Corporate Culture Affect Customer Experience? (Panel Chair)CCW Learning Conference Executive Panel: Building L&D Partnerships - How to Manage Agent Training Collaboratively with BPOs Discussion Groups (3): L&D as a Millennial Engagement and Retention Tool
Brian Clancy Skills
Brian Clancy Education Details
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George Mason UniversityChief Learning Officer Executive Education Program -
Regent UniversityOrganizational Leadership (Concentration: Organizational Communication)
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University Of MarylandBachelor Of Arts - Ba
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University Of Virginia Darden School Of BusinessSpecialization In Design Thinking
Frequently Asked Questions about Brian Clancy
What company does Brian Clancy work for?
Brian Clancy works for Aarp
What is Brian Clancy's role at the current company?
Brian Clancy's current role is Director, Learning and Development.
What is Brian Clancy's email address?
Brian Clancy's email address is bc****@****arp.org
What is Brian Clancy's direct phone number?
Brian Clancy's direct phone number is (866) 227*****
What schools did Brian Clancy attend?
Brian Clancy attended George Mason University, Regent University, University Of Maryland, University Of Virginia Darden School Of Business.
What skills is Brian Clancy known for?
Brian Clancy has skills like Writing, Arts Education, Learning Management, Public Speaking, Message Development, Adult Education, Vendor Management, Mentoring, Process Improvement, Career Development, Arts Management, Strategic Planning.
Who are Brian Clancy's colleagues?
Brian Clancy's colleagues are Bandana Shrestha बन्दना श्रेष्ठ, Audrey Aiken, Liz Lubow Poston, Glenn Mayes, Jose Buxo, Bettye Piper, Patricia Hurse.
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