Voya Learning and Development Team’s Training Modernization Strategy: Our Success Story

Voya Financial is an American financial, retirement, investment and insurance company based in New York City. Voya began as ING U.S., the United States operating subsidiary of ING Group, which was spun off in 2013 and established independent financial backing through an initial public offering. In April 2014, the company rebranded itself as Voya Financial.

Briefly describe the nominated team: history and past performance (up to 1,250 characters):

Voya Learning and Development continues to be consistent in their exceptional dedication to preparing its Customer Service Associates (CSAs) and Operations teams with the skills and knowledge required to excel in their roles. We've continued to raise the bar since previous nominations and awards, through innovative training techniques, a commitment to continuous improvement, and focus on quality, Voya has built an agile training program using modern learning technology. This nomination highlights the successful implementation of our training modernization strategy, the collaboration of our team members who have all elevated their L&D skills in how they design and deliver training, and the ultimate benefit which is documented positive learner and business results.

Outline the team's achievements since July 1, 2023 that you wish to bring to the judges' attention (up to 1,500 characters):

Voya's Learning & Development Team invested in a new AI powered learning platform in Q1 of 2024, [REDACTED FOR PUBLICATION] This valuable tool has allowed us to evolve our training approach to include a blended experience of human-led training and AI supported practice. The targeted and effective skill practice has helped reduce the overall cost and time required for training. By decreasing classroom time and reliance on business SMEs, we achieve faster and more cost-efficient training completion. Additionally, this targeted practice has better equipped our Call Center learners to deliver empathetic, intuitive, and insightful experiences that meet our customers' expectations. [REDACTED FOR PUBLICATION] We are continuing to design and scale across other training programs for our Global Operations teams.

Explain why the achievements you have highlighted are unique or significant. If possible compare the achievements to the performance of other players in your industry and/or to the organization's past performance (up to 1,500 characters):

While many financial institutions offer simulation-based training, Voya's approach is distinguished by:

• Depth of Integration: [REDACTED FOR PUBLICATION]

Before the Practice Lab, Voya relied heavily on classroom training and SME-led observation. These methods were:

• Time-intensive
• Inconsistent across trainers
• Difficult to scale

The Practice Lab replaced these with:

• Repeatable, consistent simulations. We can replicate full systems and call simulations powered by an AI caller and coach!
• Immediate AI feedback
• Data-backed coaching

This shift marks a leap from traditional training to a modern, scalable, and predictive model-a transformation that positions Voya as a leader in workplace learning innovation. In speaking with our current and potential vendors, L&D roundtables, and network events, we hear from our peers that we are leaders in how we've onboarded and implemented AI powered practice technologies.

Reference any attachments of supporting materials throughout this nomination and how they provide evidence of the claims you have made in this nomination (up to 1,500 characters):

Attached is a PowerPoint providing additional information for you to view. Please note: The PowerPoint is meant to be viewed in presentation mode to hear the accompanying audio. The slides will change automatically. Feel free to return to any slide to revisit the details!