Jennifer Cruz
Philadelphia
Summary
Learning and development professional with 10+ years of experience designing and delivering learning programs across professional services, financial services, and technology-focused teams. Experienced in building blended, cohort-based learning experiences that support upskilling and reskilling at scale, with a strong focus on practical application and learner engagement. Known for collaborating closely with stakeholders, managing complex programs from start to finish, and using data, technology, and emerging tools like automation and AI to improve learning outcomes continuously.
Overview
16
16
years of professional experience
Work History
Technology Learning and Delivery Lead
Chubb
Philadelphia
03.2025 - Current
- Led end-to-end delivery of blended learning programs (VILT, ILT, and digital), ensuring on-time execution, consistent quality, and continuous improvement through feedback and evaluation.
- Developed and implemented cohort-based software engineering skills academies, enabling targeted upskilling and reskilling of global technology workforce.
- Partnered with global technology SMEs to translate emerging engineering trends into practical, role-relevant learning experiences aligned to future talent needs.
- Built and sustained cross-functional relationships with technology, global L&D teams, and external vendors, embedding learning solutions into organizational priorities and talent strategies.
- Developed scalable launch and execution frameworks, including communications, toolkits, job aids, and dashboards, enabling repeatable global program deployment.
- Leveraged learning data and analytics to generate insights for senior leaders, informing decision-making and optimizing program effectiveness.
Manager, Learning and Development Digital Design Studio
PricewaterhouseCoopers
Philadelphia
04.2020 - 09.2024
- Directed development of digital learning solutions targeting accounting and auditing professionals.
Engaged with stakeholders and project teams to create impactful educational training.
Employed a blend of instructional design methodologies to optimize content delivery.
Managed projects efficiently to achieve educational goals within deadlines. - Directed development of digital learning solutions targeting accounting and auditing professionals.Engaged with stakeholders and project teams to create impactful educational training.Employed a blend of instructional design methodologies to optimize content delivery.Managed projects efficiently to achieve educational goals within deadlines.
- Created congruent course and module level objectives, key learning points, knowledge check and assessment questions that are relevant to the content as well as NASBA compliant.
- Built business acumen on generative AI and automation to enhance both live and digital learning solutions.
- Collaborated with internal product specialist group to consult broader L&D population, facilitate training on digital tools, and trial potential digital solutions.
- Coached and mentored senior associates within L&D team, emphasizing career-building experiences and developmental opportunities aligned with firm's broader L&D strategy.
- Developed standard operating procedures to improve collaboration with global centers and specialist groups, ensuring streamlined implementation of talent initiatives and compliance with standards.
Senior Associate, Learning and Development Digital Design Studio
PricewaterhouseCoopers
Philadelphia
12.2017 - 04.2020
- Designed digital learning solutions to create interactive eLearns, drafting video scripts, developing graphics, and creating digital simulations.
- Develop aligned course and module objectives, key learning points, knowledge assessments, and evaluation questions meeting NASBA standards.
- Facilitator for PwC Digital Academy curriculum highlighting new products (e.g., UiPath and Alteryx) launched by the firm.
- Facilitating technical testing for digital solutions, ensuring accuracy and functionality within learning management system.
- Executed weekly experience hire placement program, including reporting and reconciliation to identify learners, drafting and sending communications, and liaising with HR to ensure proper training paths.
Senior Associate, Assurance Project Management and Implementation
PricewaterhouseCoopers
Philadelphia
09.2016 - 12.2017
- Developed mandated program by updating program information (classroom capacity, room changes, instructor names), building sessions for 75 classes, creating curriculum within LMS, reviewing facilitator eGuides, planning CPE compliance agendas, and reporting learner completion.
- Oversaw materials inventory for two Assurance programs across 37 cities, liaised between market implementation teams, and created price analysis comparing monthly costs year over year.
- Collaborated and developed a streamlined communication plan used across all Assurance Core & Senior School programs.
- Managed instructor recruitment for Assurance mandated program by sourcing compliant candidates and drafting guidance memos.
Associate, Learning and Development Specialist
JP Morgan Chase
New York
05.2015 - 08.2016
- Liaised with vendors to develop a global suite of 50 professional skills courses; conducted monthly meetings to review content and ensure quality delivery.
- Established process and procedure guide to streamline content delivery on LMS and enhance logistics for finance and business management training.
- Manage learning data files; provide analysis, along with conducting year-end learning needs for over 3000 employees.
- Execute marketing communications such as monthly calendars and tailored websites to enhance awareness of training and talent initiatives, course offerings, and procedures for the Global Finance and Business Management team.
- Tracked professional skills budget, drafted statements of work, and conducted monthly reviews, contributing to quarterly reporting for senior management.
Learning Analyst
Bank of America
New York
01.2014 - 05.2015
- Analyzed workforce data to identify learning needs for over 300 employees, creating summaries for stakeholders to inform training strategies.
- Managed program information for 2014 Global Banking and Markets Analyst and Associate Entry Level Training Programs, serving 750 global participants to enhance training experience.
- Organized logistics for Bank of America's global investment banking training programs, managing budget, registration, communication, attendance tracking, room reservations, materials preparation, and program evaluations to ensure seamless execution.
- Implemented off-sites, promotion conferences, and other cross-line-of-business learning initiatives for the North American population.
- Coordinated and facilitated the GBAM monthly new hire orientation for the North American population.
Custody Specialist
Bank of America
New York
07.2012 - 01.2014
- Monitored custody and trust accounts to mitigate risk and resolved daily custody inquiries, ensuring compliance and client satisfaction.
- Collaborated with sales teams on custody-oriented projects to enhance cross-selling efforts and streamline custody administrative management.
- Coordinated with external partners (investment managers, brokers) and internal support teams (securities operations, tax compliance) for accurate and timely administration.
GWIM Senior Operations Representative
Bank of America
Hopewell
05.2010 - 07.2012
- Handled legal inquiries for clients, investment service advisors, and partner areas across Merrill Edge and Merrill Self-Direct.
- Excelled at providing excellent customer service through multitasking, problem-solving, and analytical thinking when reviewing required forms, while also adhering to ML/BAC procedures and guidelines.
- Interviewed, trained, and counseled new hires, focusing on retention of business, financial software systems, organizational strengths, and one-on-one consultation tactics via phone.
Education
MBA - Strategic Management
Chestnut Hill College
Philadelphia, PA12-2027
Bachelor of Arts - English
City University of New York, College of Staten Island
Staten Island, NY05-2009
Study Abroad Program -
Lorenzo Di Medici School
Florence, Italy08.2008
eLearning Instructional Design Certificate -
Association of Talent Development
Skills
- Successfactors
- Cornerstone
- Oracle
- Vantage
- Contentsphere
- Conduent
- Articulate 360
- Articulate Rise
- Adobe Captivate
- Gomo
- Vyond
- WebEx Meeting and Training Center
- Zoom
- Branchtrack
- SnagIt
- Kaltura CaptureSpace
- Audacity
- Handbrake
- Augmented Reality Tools
- Data Visualization
- Process Automation
- Microsoft Office Suite
- Google Suite
- Adobe Creative Suite (Beginner level)
- ChatGPT
- Copilot
- Process Automation
Volunteer Organization
Junior League of Philadelphia, Active Member - Focus Fundraising committee - Co Chair
Timeline
Technology Learning and Delivery Lead
Chubb
03.2025 - Current
Manager, Learning and Development Digital Design Studio
PricewaterhouseCoopers
04.2020 - 09.2024
Senior Associate, Learning and Development Digital Design Studio
PricewaterhouseCoopers
12.2017 - 04.2020
Senior Associate, Assurance Project Management and Implementation
PricewaterhouseCoopers
09.2016 - 12.2017
Associate, Learning and Development Specialist
JP Morgan Chase
05.2015 - 08.2016
Learning Analyst
Bank of America
01.2014 - 05.2015
Custody Specialist
Bank of America
07.2012 - 01.2014
GWIM Senior Operations Representative
Bank of America
05.2010 - 07.2012
MBA - Strategic Management
Chestnut Hill College
Bachelor of Arts - English
City University of New York, College of Staten Island
Study Abroad Program -
Lorenzo Di Medici School
eLearning Instructional Design Certificate -
Association of Talent Development