Susan Hitt

Strategy. Design. Enablement.

Principal Instructional Designer specializing in learning strategy, employee enablement, and customer education.

I design learning strategies that help organizations adopt change, enable employees, and improve business performance. My work spans AI adoption, onboarding, certification programs, and enterprise enablement.

Selected Work

Many of my recent initiatives support confidential internal programs and cannot be shared publicly. The case studies below highlight the business challenges, my approach, and the outcomes while respecting confidentiality.

Enterprise AI Enablement

The Challenge

Employees needed a centralized resource to understand AI capabilities, responsible use, and emerging tools.

My Approach

I designed the learning strategy and content architecture for an enterprise AI Enablement Hub, partnering with stakeholders to create a scalable learning experience that supported responsible AI adoption.

Impact

  • Created a centralized destination for AI learning and performance support.

  • Improved consistency in AI messaging and responsible use.

  • Established a scalable framework for future AI education initiatives.

Enterprise Translation Program

The Challenge

Customer enablement content was only available in English, limiting accessibility and impact for customers in key international markets.

My Approach

I designed and led the development of a translation program to localize customer enablement materials into Japanese and Castilian Spanish. I implemented enterprise AI-powered translation software to expedite the process, trained 20+ internal stakeholders on workflows and governance, and served as the primary liaison between the vendor and internal teams to ensure quality and consistency at scale.

Impact

  • Expanded access to enablement content for customers in Japanese and Spanish-speaking markets.

  • Leveraged AI to significantly accelerate translation timelines compared to traditional processes.

  • Established a scalable translation governance framework to support future localization efforts.

Change Management & Professional Certification Programs

The Challenge

Employees navigating organizational change lacked a structured pathway to build the skills and mindset needed to lead and adapt through transitions. Additionally, specialized roles required verified proficiency that informal training couldn't support.

My Approach

I designed and launched a company-wide Change Management certification program, building the curriculum, learning pathway, and supporting materials from the ground up. I also contributed to the strategy and development of customer certification programs tied to product adoption and revenue-generating initiatives, collaborating closely with cross-functional stakeholders to align learning design with business outcomes. Additionally I developed a KCS certification for customer support teams and one-off compliance and role-specific training programs to address targeted skill gaps across the organization.

Impact

  • Created structured certification pathways supporting both internal employees and external customers

  • Contributed to customer certification programs aligned to product adoption and revenue goals

  • Built scalable compliance and role-specific training to support diverse organizational needs

  • Established a repeatable certification development framework applicable to future programs

Enterprise Employee Onboarding

The Challenge

New employees received information from multiple teams with little consistency, making onboarding difficult to navigate and delaying time to productivity.

My Approach

I redesigned the onboarding experience by mapping the learner journey, identifying performance gaps, and organizing content into a structured learning path. I collaborated with stakeholders across departments to prioritize essential knowledge while reducing unnecessary cognitive load.

Impact

  • Simplified the onboarding experience.

  • Improved content consistency across teams.

  • Created a scalable onboarding framework that could be maintained over time.

Performance Support Ecosystem

The Challenge

Employees often struggled to locate critical information while performing their work, leading to duplicated effort and inconsistent execution.

My Approach

Rather than relying solely on formal training, I developed a performance support ecosystem that included job aids, knowledge articles, quick-reference guides, and searchable resources designed for use in the flow of work.

Impact

  • Reduced dependence on formal training.

  • Increased access to just-in-time resources.

  • Improved consistency across operational processes.

How I Work

My approach begins with understanding business goals rather than selecting learning solutions. I partner with stakeholders to identify performance needs, design scalable learning ecosystems, and measure success through business outcomes—not course completion.

Areas of Expertise

A blend of strategic planning, learning design, and enablement leadership that helps organizations drive adoption and improve performance.

  • Learning Strategy & Program Design

  • Employee & Customer Enablement

  • Certification Development

  • Global Translation & Localization

  • Stakeholder Management

  • Change Enablement

  • AI Adoption & Enablement

  • Performance Support