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CX Onboarding Program Business Plan
Overview
Onboarding 1 is a strategic, research-based digital onboarding program for AAA CX Associates that blends flexible, learner-centered design with full Kirkpatrick-level evaluation to drive early success and long-term retention.
Date
July 2025
This business case presents Onboarding 1, a learner-centered, fully remote onboarding program designed for AAA’s new Customer Experience (CX) Associates. The plan combines adult learning theory, accessibility, and digital UX best practices to reduce time-to-productivity, improve retention, and foster cultural alignment. The program maps a clear learner journey with six stages (from welcome access to staying connected) and includes interactive simulations, microlearning modules, mentor support, and automated feedback. It also leverages the Kirkpatrick model to evaluate effectiveness at all four levels (reaction, learning, behavior, and results), and incorporates strategic stakeholder mapping using Mendelow’s Matrix to ensure alignment throughout implementation. The design reflects thoughtful learner personas, flexible mobile-first access, and modular content that supports modern learners balancing multiple responsibilities.
