Dr Kuva Jacobs Email & Phone Number

Sydney, New South Wales, Au

Do you want learning solutions that actually drive a real difference?Whether you’re trying to bring about change, transformation or organisational improvement, a learning design lens provides a unique perspective and means to achieving the business outcomes.Our offerings fall under three core pillars:Learning DesignTogether, let’s design a program that fits your learning needs, budget and timelines.Blended, social, virtual or face-to-face? Case-study led, job focussed, on-brand and outcome driven?We’ve got it covered.Capability UpliftWe assess where existing capabilities are not meeting the organisational needs.Through our targeted interventions, your teams develop the identified skill gaps.More importantly, your organisation will evolve its approach to uplifting capability.Organisational ImprovementTogether, we will identify and prioritise the most important improvement opportunities.We can then help to successfully innovate using emerging practices.Finally we can work with you to embed a continuous improvement approach into the DNA of an organisation.

“Redpoint” is a climbing word, meaning to attempt and master a climb that is initially beyond one’s capability. By breaking down and solving the crux problems, one can reach beyond what is believed to be achievable. My focus as a Learning Designer is to deliver high quality expertise across all phases of the learning development cycle, including: - Learning Design- Learning Strategy- Training Verification & Validation- Training Needs AnalysisAs a founder I’ve also been responsible for key business activities, including: Business DevelopmentMarketing

Sydney, Nsw, Au

Co-design of a brand new, unified banking agent desktop supporting voice, chatbot, liveChat, email including:Change ManagementIdentify and define the change in skills and capabilities across a cohort of Agents as well as impacts to customers at each release, across multiple channels. In collaboration with the Head of the Call Centre, mapping the agent migration strategy. Managed a client side team to deliver an agent change champion program, to onboard new users and get user feedback.TrainingResponsible for managing training, including mapping the training requirements at each release, designing the training strategy and planning and supporting the client delivery of training at each release.StrategyDefining the scope of work, ran collaborative (gamified) workshops to clarify, prioritise and sign off user stories with the client, based on business need/benefit.Research ManagementSet up and managed the client team to run research activities under our guidance, including current state process, users and systems, pain points on both agent and customer side, volumetrics, data points and definitions, business rules.Customer Experience DesignAnalysis of current state processes and close collaborated with tech, BAs, Process Excellence, to inform design decisions, and working with Business owners to ensure that concept design balanced the business objectives with customer experience.Design of service journeys and agent desktop experiences across multiple channels of Voice, Livechat, Chatbot and email to enhance the experience of the customer, by aligning with the strategic goals of the program, to provide an experience that is simple, adapting to the needs of the customer, and resolving their issue.Capability DesignResponsible for the conceptual design of a number of capabilities, including triage and learning. Each capability required an iterative approach, with an initial slice of value with a future vision for augmentation.

North Sydney, Nsw, Au

Ran learning discovery workshop with key stakeholders to identify and map the purpose, outcomes, high level content, learner experience and evaluation/feedback for an induction program.Conducted in depth interviews with 7 key stakeholders across the business, representing both audience groups and trainers, to identify the current benefits and opportunities for improvement of the program, including review of current content. Created a high level structure and designed a learning program with recommendations for conversion from Face-to-face to online, with strategies for maintaining engagement.Design of the eLearning program using Articulate Rise.

Sydney, Nsw, Au

Our incredible team have been working on a strategic design project to reinvent the customer contact framework for a large financial organisation across multiple channels- Voice, LiveChat, Chatbot and Email.My role has spanned many aspects of project design, using a human centred design approach- conducting interviews, designing surveys, analysing research, all at light speed.Research Phase:Conducted verbal one-on-one interviews to identify the current state of the client, their issues, and what they believe are the key improvements that need to be made. Interviews were synthesised by topic to uncover key themes with supporting interviewee verbatim statements.Designed and analysed Typeform Surveys to gather key data points around customer experience sent out across a large sample group.Design Sprint Phase:For four weeks we ran a cohort of business experts through a series of Miro based virtual, gamified design sprint workshops, achieving not only innovation design for 45 new concepts, but also embedding design thinking and shifting mindsets towards a more future focussed, customer centric view.The design sprints were run iteratively, including the following activities:Research and Discovery, ideation, hypothesis writing, user flows, crazy 8s, concept pitching, storyboarding, solution mood board design, wireframing, concept design, testing and analysis.Activities were re-aligned between each sprint to maximise the outputs.Built into the daily sprints was a warm up activity to challenge mindset, a favourite example was thinking about what the solutions look like in Utopia, then bringing it backwards to 10 years from now, then 5 years. These activities were driven by gamification, to encourage outward thinking, high levels of engagement and fun.

Melbourne, Victoria, Au

Hornsby, New South Wales, Au

At Unisson Disability I was responsible for the creation of individualised learner journeys for 30 team leads across the organisation. Verbal one-on-one interviews at Staff/Team Lead/Manager/Regional manager level to understand the role and challenges of team leads. Creation of a contextualised 360 degree survey for team leaders, their staff and managers to measure the individual's relative performance areas mapped to 8 key job capabilities.Analysis of survey results to personally rank capabilities based on defined metricsConducted Individual debriefings, with survey results as a starting point for deeper discussion of the individual's experiences, leading to identification of growth opportunitiesDevelopment of personal reports summarising capability rankings, debrief discussion and potential for improvementCreation of personal learner journeys breaking down identified goals and recommended learning opportunities for each capabilityCreation of reports for senior leadership, outlining common issues, painpoints and opportunities across the group of team leaders with recommended actions. For example, as part of this process I initiated a Microsoft Teams group, as a platform for participants to collaborate in a cycle of social learning and continuous improvement. Common learning areas were set up as topics to discuss and share knowledge and journeys.

Brisbane, Qld, Au

Development of a neuroscience based workshop to develop people’s Tolerance to Ambiguity through 8 habits- mindfulness, assertiveness, focus, flexibility, curiosity, courage, keep moving, think differently.

Sydney, Nsw, Au

Head of Learning for the development of eLearning and Facilitator led courses for social media topics. I managed the development flow with an awesome team of inspiringly creative people- learning designers, content writers, editors, videographers and graphic designers we ensure a rich, high quality experience for the student with consistent branding. My goal was to ensure the courses are highly practical and hands on, featuring case studies and scenario based learning. I conducted topic specific video interviews with top industry experts to add authenticity as well as providing a human perspective. I managed the editing and upload of videos with my team of videographers and LMS expert. Courses included:- Facebook Marketing- LinkedIn- Instagram- Social Media Strategy- Personal Branding- Content MarketingFrom a workflow perspective I’ve implemented Monday.com as a project management board to ensure visibility, accountability and smooth collaboration.

Au

Working in a team with 18 former Australian Defence Force military Qualified Flying Instructors and 12 Training Specialists, we evaluated the quality of newly developed training materials across a range of formats including facilitator led, eLearning and simulator training for RAAF, Navy and Army students learning to fly military fixed wing aircraft.Evaluation of training materials to verify whether they successfully address the mapped learning objectives to deliver and assess the required competencies as mapped out in the Defence SADL Guidelines.Systematically record improvement recommendations in terms of addressing training requirements, ensuring learning effectiveness and providing a high quality experience for the learners.

North Sydney, Nsw, Au

As the Lead Learning Design Strategist, I was responsible for Learning and Development of a critical large implementation of a new IT Service Management platform- ServiceNow. This included end-to-end training analysis, solution design, courseware development and implementation, following an Agile Project Management workflow. The training solution catered for a mixed audience group of IT users, IT customers and support staff within nbn Australia and offshore. Deliverables included support and quality assurance of vendor provided custom classroom training, in house designed live sessions, quick reference guides, q&a sessions and creation of a training instance of the platform. I worked closely with the Organisational Change and Communications team to ensure that the training was closely aligned with communications to provide a consistent learner journey with multiple touchpoints. I also conducted organisational change management activities such as current/future state process mapping. Prior to this I was responsible for the design and development of e-learning packages for IT Service Management processes in Articulate Storyline, for which my team won 2 national industry based learnX awards.Topics included:- IT Incident Management- IT Change Management- IT Service Request Management- IT Problem Management- IT Resilience Management- IT Capacity Management

Uplift of Powerpoint based training packages for Border Force to be instructionally sound, attractive and visually engaging.Worked with key subject matter experts to identify and refine required contentDesign of a visually appealing, on brand Powerpoint presentation template, with infographic style layouts to support the creation of mental modelsRe-development of slides in terms of structure, flow, layout, visual design and content to support effective learning

Sydney, New South Wales, Au

As a Senior Instructional Designer, I designed and developed e-learning packages for data driven marketing and analytics, including: - predictive analytics- data visualization - sentiment analysis- social media marketing- content marketingI storyboarded the e-learning packages using Powerpoint, in collaboration with leading industry experts. I then built Articulate Storyline learning packages using xApi with complex, trigger based interactions.

Design and development of Powerpoint and e-learning based training package for a Digital Marketing Diploma in collaboration with content experts.Articulate Storyline 2 e-learning development, including complex trigger-based interactions.

Brisbane, Qld, Au

Development of VET assessment units and consolidated powerpoint based learning guides in collaboration with content experts for: Cert II through to Diploma level Oil & GasCert II through to Diploma level Drilling OperationsPackaging of units and matching learning guides into into training programs.All learning materials have been customised to Lucas Drilling policies, procedures & operationsDevelopment of E-learning induction training, including health and safety topics.Development of Geo-technical Steering trainingResponsible for set up of Moodle LMS in collaboration with technical team and courseware upload.

Espoo, Southern Finland, Fi

Primary learning designer for APAC region, responsible for design and development of training courseware for highly technical, telecommunications based courses. Liaising with subject matter experts to ensure requirements are achieved, feedback is implemented and courses are delivered to highest standard.Analysis and selection of multimedia software, primarily used Powerpoint for storyboarding, then SCORM based Articulate software. Responsible for LMS upload and course testing.

Analysis of training needs for call centre staff.Development of innovative online learning solutions featuring professional voiceover, flash interactivity, with a strong graphical focus.

Adelaide, South Australia, Au

Tutored Programming in Java, Discrete Mathematics, Object Oriented Data Modelling and System Development, Differential Equations, User Interfaces, Statistics for Laboratory Sciences.Maintenance of course websites, marking, helpdesk support.Awarded Pamela J. Woods Award for Excellence in Tutoring in 2002.

Adelaide, South Australia, Au

Healthy Mathematics Project- reforming mathematics and statistics service courses in the field of Health Sciences.Research into improvement of courseware, teaching methods and support for students, including liaising between learning advisors and educators

Doctor Of Philosophy (Phd), Mathematics

Bachelor, Information Technology (Computing & Mathematics) With First Class Honours

Company Directors Course