Karen has led the Transport for London Learning & Development team since 2011, providing management and professional development, Skills for Life, technical systems and customer experience training to circa 28,000 employees across London.
With over 25 years’ experience, she is keenly aware of the exponential shift from traditional to digital modes of learning. To meet this challenge, her team are changing the way they create, manage and deliver learning, and rethinking how to offer both new and existing content to provide more choice in smaller, digestible and mobile-friendly formats.
L&D impacts don’t come much bigger than the 2012 Olympics and the work of Karen and her team played a vital part, training and supporting 4,000 Travel Ambassadors – it was TfL’s first mass deployment of mobile devices and apps training. This achievement led to Karen winning the Training Journal L&D Professional of the Year award. Since the success of the Travel Ambassadors, TfL has deployed over 18,000 mobile devices across its frontline operations to improve face-to-face customer service, and leveraging this technology to deliver a combination of virtual training and interactive learning is becoming the new norm.