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AI for Business

Scaling Data & AI Literacy with a Persona-Driven Framework

September 2024

Your Presenter(s)

Janice Burns

Chief People Officer at Degreed

As a human capital futurist and strategist, Janice Robinson Burns develops and implements talent management and development programs that drive business results. She currently serves as Degreed's Chief People Officer and served as their first Chief Career Experience Officer. Prior to Degreed, Janice spent 27 years at Mastercard, with her most recent role as their Chief Learning Officer. As CLO, she led the design and implementation of employee learning experiences and development programs globally, as well as development of frameworks to advance managerial capabilities and effectiveness. In this role, Janice was also accountable for providing thought leadership for change management and business unit transformation projects while ensuring an effective linkage to Mastercard’s talent development platform. Prior to the CLO role, Janice served as Group Head of Human Resources for the Global Products and Solutions organization, where she was responsible for setting and executing the human capital strategy and delivering human resources support globally to over 3000 of Mastercard’s staff. Prior to that, she served as Chief Diversity Officer and was accountable for developing and implementing the company’s integrated global diversity and inclusion strategy. In this role, she was focused on enhancing corporate image, increasing employee productivity and engagement, developing the company’s talent pipeline, and ultimately driving shareholder value. Janice earned a Master’s degree in Public Administration from New York University and a Bachelor’s degree from Wesleyan University.

Marcela Schrank Fialova

Owner at Human Matters

Tim Ngwena

Lead Analytics Consultant at Aimpoint Digital

Summary

Scaling data and AI literacy within organizations is increasingly important, and a persona-driven framework serves as a valuable tool in achieving this goal. Identifying and understanding learning personas enables organizations to adjust educational content so it resonates with employees' unique needs, roles, and levels of expertise. This approach not only promotes a culture of learning but also aligns with strategic business objectives and stakeholder expectations. The discussion emphasized the importance of recognizing the diversity of learning needs across different roles, from foundational knowledge for all employees to specialized skills for data scientists and analysts. Communication strategies play an essential role in engaging various personas, emphasizing the need for personalized and relatable messaging. Furthermore, the webinar addressed overcoming challenges such as resistance to change and fears surrounding AI adoption, advocating for transparency and trust-building as key components in easing these concerns. Ultimately, a collaborative approach, incorporating input from IT, HR, and business leaders, ensures the smooth integration of data and AI literacy initiatives within the organization.

Key Takeaways:

Identifying learning personas is essential for creating effective and relevant training programs.
Data and AI literacy should be embedded in business strategy and aligned with organizational goals.
Personalized communication strategies are essential for engaging different learning personas.
Overcoming resistance to AI requires addressing fears through transparency and trust-building.
Collaborative efforts enhance the effectiveness of data and AI literacy initiatives.

Deep Dives

Persona-Driven Learning Framework

The persona-driven approach to learning leverages the concept of creating detailed learner profiles to ensure that educational initiatives are adjusted to the specific needs of different groups within an organization. This method acknowledges that employees come with varied roles, levels of expertise, and learning preferences. Janice Robinson-Burns emphasized the importance of using data and research to create these personas, which are not fictional but represent real attributes drawn from thorough analysis. The framework involves collecting demographic information, understanding job-specific roles and skills, and considering emotional factors such as learners' aspirations and concerns. By segmenting employees into categories like early adopters, wait-and-seers, and never-beers, organizations can develop targeted learning paths that cater to each group's unique requirements and motivations.

Importance of Data and AI Literacy

In the modern business environment, data and AI literacy are not optional but necessary skills for all employees, regardless of their role. Marcela Schrank-Fialova highlighted the evolving nature of these skills, drawing parallels to how familiarity with email and smartphones became ubiquitous over time. She argued that while not everyone needs to become a data scientist, basic competencies such as data interpretation, storytelling with data, and understanding ethical considerations are vital. The depth of knowledge required varies by role, with deeper expertise necessary for roles like marketing analysts or HR talent managers. This foundational literacy ensures that employees can make informed decisions based on data rather than intuition, ultimately supporting the organization's data-driven culture.

Communication Strategies for Engagement

Effective communication is a key element of successful data and AI literacy programs, as it ensures that learning initiatives resonate with diverse employee groups. Janice Robinson-Burns shared insights from her experience at MasterCard, where different communication strategies were employed based on the audience. For instance, branding educational content from the sales leaders rather than corporate helped engage sales teams more effectively. Marcela Schrank-Fialova elaborated on the importance of using channels familiar to specific groups, like leveraging technical forums for tech-savvy employees. The goal is to create a narrative that aligns with employees' motivations and perceived benefits, thereby promoting engagement and participation in the learning process.

Overcoming Resistance and Building Trust

Resistance to data and AI literacy often stems from fear, whether of job displacement or a lack of confidence in acquiring new skills. Tim Nguyena emphasized the role of trust in overcoming these challenges. By involving employees in the learning process and showcasing both successes and failures, organizations can demystify AI and build confidence. Encouraging early adopters to share their experiences and the tangible benefits of AI can gradually shift perceptions and reduce resistance. Marcela Schrank-Fialova added that understanding the root of employees' fears allows organizations to address them directly, whether through reassurance about job security or by providing supportive learning environments that emphasize gradual skill development.