Frank Nguyen
Phoenix,AZ
Summary
Accomplished leader who marries learning and technology to transform companies and their culture. I have developed award-winning learning strategies to accelerate enterprise initiatives and transformation across a diverse range of industries including financial services, logistics, manufacturing, pharma, retail and tech.
Overview
26
26
years of professional experience
Work History
Executive Director, Learning & Development
Genentech
San Francisco, California
01.2023 - Current
- Frank reports into the SVP of Genentech Business Operations and leads a team of 80+ learning professionals responsible for learning, development and compliance across contact center, marketing, medical, public affairs and sales.
- To support the shift towards omnichannel healthcare, Frank drove a learning strategy that includes a transition from a training event culture to a continuous learning organization.
- He leveraged strategic workforce planning and artificial intelligence to develop organizational skill forecasts that prepare employees for skills they need for industry evolution.
- Using an AI-first approach to onboarding and everyday upskilling, Frank has reduced cross-training cycle time 86%, supported a 264% YoY increase in the number of field employees trained and certified, reduced company-wide time to compliance from 124 to 40 days.
- Genentech's innovative work has been recognized by Brandon Hall and the Life Sciences Trainer Education Network.
Director, Operations Talent Development
Amazon
Seattle, Washington
01.2018 - 01.2023
- Frank reported into the VP of Global Talent for Consumer and led a team of 420 learning professionals responsible for the onboarding and development of 1.8 million L1 associates to L10 leaders in fulfillment centers, linehaul, air, sort centers, delivery stations, pharmacy and physical stores across Africa, Asia, Europe and North America.
- His key accomplishments included the integration of performance support and training automation directly with associate workstations resulting in 13% reduction in quality defects, 83% reduction in time to productivity and $2.9M in peer trainer annual labor savings.
- Frank led the development of scalable learning products that are used as the organizational standard worldwide including hybrid onboarding experiences for associates and leaders as well as mastery development for frontline through executive leaders.
- He also established reskilling and upskilling programs to educate employees and place them into more highly skilled roles within the organization.
Vice President and Chief Talent Development Officer
Advisor Group (formerly AIG)
Phoenix, Arizona
01.2017 - 01.2018
- Frank reported into the Chief Human Resources Officer (CHRO) and laid the foundations for leader and employee development for an AIG spinoff.
- His accomplishments included development of a new corporate culture in alignment with fiduciary era transformation.
- He launched a corporate new hire onboarding program; created an annual leadership conference for high-potential leaders; and deployed executive coaching, 360 feedback and mentoring programs.
Vice President and Chief Learning Officer
Sears Holdings Corporation
Chicago, Illinois
01.2013 - 01.2017
- Frank reported into the CHRO and led 120+ employees responsible for the learning and performance of 150,000 associates across 3,000 retail locations.
- To support the shift towards omnichannel retail, Frank retired all of the traditional learning management systems and pioneered industry best practices on expertise management, performance management, gamification, micro-learning and xAPI to establish a continuous learning culture known as Segno.
- These transformation initiatives increased call center sales productivity by 15% YoY, improved seasonal product sales per hour by 26%, and decreased compliance training across the enterprise by 23% through elimination of over-assignments.
- Sears' innovative work was recognized with over a dozen awards from Brandon Hall and Chief Learning Officer Magazine.
- The organization was recognized by Learning Elite as one of the top 25 learning organizations in the world.
Director, Learning Innovation
American Express
Phoenix, Arizona
01.2007 - 01.2013
- As Director of Learning Innovation for American Express, Frank reported into the Chief Learning Officer and led a centralized team responsible for accelerating learning and performance for 60,000 professionals across the globe.
- To support the shift towards omnichannel financial services, Frank integrated performance support into the call center to enable universal agents and home-sourced call centers.
- In the wake of the financial crisis, his work on compliance training provided automated, personalized learning plans to each employee and led to a 99.9995% completion rate.
- The program was a key component to satisfy a CFPB Joint Consent Order and was recognized by Brandon Hall.
Assistant Professor, Educational Technology
San Diego State University
San Diego, California
01.2008 - 01.2009
- As a tenure-track professor, Frank taught graduate-level courses on instructional design and performance improvement.
- He also conducted research on performance support and learning experience design.
- He was recognized with the Most Influential Faculty award.
Manager, eLearning
Intel
Chandler, Arizona
01.2000 - 01.2006
- As eLearning Manager for Intel, Frank reported into the Director of eLearning and led a federated team that provided processes and technology to deliver eLearning to 93,000 engineers across 46 countries.
- During his tenure, Frank developed authoring tools and a learning management system that were used for ten years to author over 2,000 eLearning courses and deliver over 1M sessions with a lifetime ROI of $7M.
- He also integrated performance support into 56 enterprise financial, logistics and manufacturing applications.
- By reusing eLearning content from the LMS, over 500k PS session were delivered with a help desk cost avoidance estimate of $5M.
Education
Ph.D. - Educational Technology
Arizona State University
Tempe, AZ01.2007
Master of Education - Educational Technology
Arizona State University
Tempe, AZ01.2000
Bachelor of Arts - Philosophy
University of Arizona
Tucson, AZ01.1997
Skills
- Compliance training
- Digital learning
- Gamification
- Instructional design
- Leadership development
- Learning experience design
- Learning management systems
- Learning strategy development
- Learning transformation
- Onboarding
- Performance management
- Performance support
- Reskilling, upskilling
- Strategic workforce planning
- Talent development
- Talent management
- Workflow learning
Websites
Recognition
- Awarded Learning Guild Master in 2015 for contributions in performance support and learning leadership
- Published Efficiency in Learning - one of the foundational textbooks on cognitive load theory
- Published 31 articles and book chapters across a range of refereed and practitioner journals
- Presented 150+ conference and keynote sessions
Timeline
Executive Director, Learning & Development
Genentech
01.2023 - Current
Director, Operations Talent Development
Amazon
01.2018 - 01.2023
Vice President and Chief Talent Development Officer
Advisor Group (formerly AIG)
01.2017 - 01.2018
Vice President and Chief Learning Officer
Sears Holdings Corporation
01.2013 - 01.2017
Assistant Professor, Educational Technology
San Diego State University
01.2008 - 01.2009
Director, Learning Innovation
American Express
01.2007 - 01.2013
Manager, eLearning
Intel
01.2000 - 01.2006
Ph.D. - Educational Technology
Arizona State University
Master of Education - Educational Technology
Arizona State University
Bachelor of Arts - Philosophy
University of Arizona