Dan Foster
Learning Experience Design

Experienced creative with over 10 years in workplace learning and development. Passionate about driving performance through design, technology and data.



Work

Video

Regulatory Remedy

Outdated compliance training was hurting the Learning & Development Team's reputation. Here's how I used data analysis, learner-centred design and strategic influence to build credibility in digital learning.Date: 2023-25
Audience size: 10,000
Tools used:

  • Articulate Storyline, Rise, 7Taps

  • Adobe Creative Cloud: Illustrator, After Effects, Photoshop, Premiere Pro

  • Power Automate, Power BI

  • SumTotal, Workday Learn


Video

Data Ethics and Artificial Intelligence

Modular digital learning programme tailored for several unique audiences across a large UK business.Date: 2024
Audience size: 7,500
Tools used:

  • Articulate Storyline, Rise, 7Taps

  • Adobe Creative Cloud: Illustrator, After Effects, Photoshop, Premiere Pro

  • Power Automate, Power BI

  • Workday Learn


Video

Diversity, Equity and Inclusion

Modular digital learning programme tailored for several unique audiences across a large UK business.Date: 2024
Audience size: 9,000
Tools used:

  • Articulate Storyline, 7Taps

  • Adobe Creative Cloud: Illustrator, After Effects, Photoshop, Premiere Pro

  • LinkedIn Learning

  • Workday Learn


Skills

I combine creativity, analytics, and instructional expertise to deliver impactful digital learning experiences.Core strengths include:

  • Instructional design: Designing innovative, learner-focused experiences grounded in adult learning principles, cognitive science, and modern instructional theory.

  • Multimedia production: Creating professional digital media, including video, motion, graphic design, audio production and sound design, narration, and interactive content.

  • Data analytics & machine learning: Leveraging Python, Power BI, Tableau and Excel to analyse learner behaviour, predict training effectiveness, and drive continuous improvement.

  • Leadership & coaching: Mentoring, coaching, and embedding industry-leading practices to elevate instructional quality and strengthen team culture.

  • Fluent across tools & technology: Articulate Storyline & Rise, Adobe Creative Cloud (Illustrator, Photoshop, After Effects, Premiere, InDesign), Learning Management Systems (Cornerstone, Success Factors, Workday), Microsoft 365, Power BI, Tableau. HTML/CSS/JS and Python.

Latest experience

Jan 2021 -
Digital Design Consultant
Major UK Insurer

End-to-end learning consultancy for a major UK insurer. Responsible for stakeholder engagement, instructional design, creative development, and delivery of scalable, high-impact learning solutions.

  • Created a regulatory compliance learning programme for company-wide audience of 10,000 colleagues. Passing FCA, PRA & HMRC audits, while generated annual savings over £45k. Enhanced learner experience; average ratings increased from 3.8 to 4.7/5.

  • Established a multi-functional in-house media production studio, enabling high-quality video creation and user-generated content through professional-grade audio/video, lighting and green screen.

  • Deployed data-driven learning strategies for customer-facing teams in sales and claims, driving improved colleague performance outcomes through learning.

Contact

Email:[email protected]
LinkedIn:www.url.co
YouTube:youtu.be/URL

Dan Foster
Professional experience

Jan 2021 - present
Digital Design Consultant
Top 3 UK Insurer

End-to-end learning consultancy for a major UK insurer. Responsible for stakeholder engagement, instructional design, creative development, and delivery of scalable, high-impact learning solutions.

  • Created a regulatory compliance learning programme for company-wide audience of 10,000 colleagues. Passed FCA, PRA & HMRC audits. Generated annual savings of £45k+. Enhanced learner experience: average ratings increased from 3.8 to 4.6/5.

  • Established a multi-functional in-house media production studio, enabling high-quality video creation and user-generated content through professional-grade audio/video, lighting and green screen.

  • Deployed data-driven learning strategies for customer-facing teams in sales and claims, driving improved colleague performance outcomes through learning.


Oct 2019 - Jan 2021
Learning Operations Consultant
Top 3 UK Insurer

Operational and strategic support across multiple concurrent initiatives. Responsibilities included project management, data analytics, LMS administration, and supplier management.

  • Project manager for ‘Speed to Competency’. Reduced training time, delivery costs and short-term tenure in Claims and Operational teams.

  • Learning design and development supporting major organisational change projects: adopting Agile ways of working, remote-working response to covid-19, and implementation of hybrid working.

  • Designed and delivered large-scale onboarding events for apprentices and graduates, adapting experiences for both live and virtual delivery.


Aug 2015 - Oct 2019
Capability Support Consultant
Top 3 UK Insurer

Operational support for enterprise-wide learning programmes. Responsibilities include resource planning, Learning Management System administration, logistics, measurement and evaluation.

  • Implemtation of a transformational mindset and behaviour training programme to over 5,000 colleagues across claims, customer operations, auto repair centres, and head-office functions.

  • Coordinated delivery of off-site residential leadership programme for over 600 managers and senior leaders. Oversaw planning, logistics, comms, and supplier management.

  • Visual rebrand of in-house training programme, designed bespoke digital and printed material to enhance engagement and retention.


Whistleblowing

Modular compliance learning programme for all colleagues, including specialist manager training, at a UK financial services company.Date: 2024
Audience size: 10,000
Tools used:

  • Articulate Rise, Storyline, 7Taps

  • Adobe Creative Cloud: Illustrator, After Effects

  • Workday Learn

Customer Support Training

Customer Support Training

Interactive chat scenario: Handling an angry customer

Score: 0
Scenarios Completed: 0
💬

Customer Support Chat

Customer is connecting

Training Tips

De-escalation Techniques:

  • • Listen actively and acknowledge emotions
  • • Use empathetic language
  • • Take personal ownership
  • • Focus on solutions, not problems

What to Avoid:

  • • Telling customers to "calm down"
  • • Blaming systems or colleagues
  • • Making excuses
  • • Being defensive
// Scenario data const scenarios = { start: { id: "start", type: "scenario", title: "Incoming Call", content: "This is absolutely ridiculous! I've been trying to get this issue resolved for THREE WEEKS and nobody seems to care! Your product is broken and your support is useless!", customerMood: "angry", choices: [ { text: "I understand you're frustrated. Let me help you resolve this right away.", nextId: "empathy_response", quality: "good" }, { text: "Sir, please calm down. Getting angry won't solve anything.", nextId: "dismissive_response", quality: "poor" }, { text: "I'm sorry you're having issues. Can you tell me your account number?", nextId: "procedural_response", quality: "neutral" }, { text: "I hear that you're upset. This must be really frustrating for you.", nextId: "validation_response", quality: "good" } ] }, empathy_response: { id: "empathy_response", type: "choice", title: "Customer Response", content: "Finally, someone who seems to care. Look, I just need this fixed. I've wasted so much time on this already.", customerMood: "frustrated", choices: [ { text: "I completely understand. Let me get your account details and we'll get this sorted out immediately.", nextId: "solution_focused", quality: "good" }, { text: "I know exactly how you feel. Our system has been having issues lately.", nextId: "blame_system", quality: "poor" }, { text: "Three weeks is definitely too long. Let me personally ensure this gets resolved today.", nextId: "ownership_response", quality: "good" } ] }, dismissive_response: { id: "dismissive_response", type: "outcome", title: "Customer Escalates", content: "CALM DOWN?! Are you kidding me? I want to speak to your manager RIGHT NOW! This is the worst customer service I've ever experienced!", customerMood: "angry", feedback: { type: "error", message: "This response invalidated the customer's feelings and escalated the situation.", tips: [ 'Never tell an angry customer to "calm down"', "Acknowledge their emotions instead of dismissing them", "Focus on understanding their perspective first" ] }, score: -10 }, procedural_response: { id: "procedural_response", type: "choice", title: "Customer Response", content: "Here we go again with the same questions. It's account #12345. But I've already given this information to three other people!", customerMood: "frustrated", choices: [ { text: "I apologize that you've had to repeat this. Let me make sure this is the last time.", nextId: "acknowledge_repetition", quality: "good" }, { text: "I need to verify your information for security purposes.", nextId: "security_excuse", quality: "poor" }, { text: "Thank you. I can see your previous interactions here. Let me review what's happened.", nextId: "review_history", quality: "good" } ] }, validation_response: { id: "validation_response", type: "choice", title: "Customer Response", content: "Yes, it really is. I just want this problem fixed. I shouldn't have to keep calling about the same issue.", customerMood: "frustrated", choices: [ { text: "Let me make sure we resolve this completely today.", nextId: "commitment_response", quality: "good" }, { text: "I understand. These things can be complicated sometimes.", nextId: "vague_response", quali