In this issue of L&D QuestionTime we hear from Ray Harrison – Head of Operational Learning & Development at Barclaycard.

In your opinion what is the biggest anxiety within the world of learning and development at the moment?

It’s very difficult to pick just one given the pace of change that we are experiencing in the Learning & Development profession. For me it’s a culmination of being able to deliver learning interventions at pace, in an ‘Agile’ environment whilst being able to prove the value of the intervention.

Who or what is informing your thinking around L&D?

Really easy – the Learner who in turn makes us focus on the technology that we use to deploy our learning.

What is the most exciting innovation on the horizon for learning?

There is so much going on in the technology space particularly relating to digital design however strangely in my business one of the most exciting innovations is the use of speech analytics which is a fantastic tool to help us identify individual and group learning needs.

What “game changers” would you like to see and why?

I’d love to be able to press one button in order to obtain analysis relating to the effectiveness of our learning interventions. Right now the buttons are numerous and the data difficult to obtain – very frustrating .

What do you think the world of L&D will look like by 2020?

In short; very different. Technology & availability of learning has changed so dramatically in the last few years that L&D will move more and more from being ‘front of house’ (in the classroom) and far more ‘back of house’ designing self-directed interventions.

What advice would you give your 21 year old self?

Given I have a 21 year old this is quite a pertinent question. I’d say to him that he needs to embrace change and use the continuous change to his advantage; I’d also encourage him to challenge the status quo as the world we now live in isn’t accepting of things staying the same. The other piece of advice would be to accept mistakes; making mistakes is merely a result of trying something new or different and nobody will progress in this world without trying new things and taking risks.

About Ray Harrison:

Over 25 years as a Training professional within the Financial Services sector with both UK and International exposure. Fellow of the Learning & Performance Institute, Fellow of the Chartered Institute of Personnel & Development (CIPD), Founder member of the Customer Service Training Network and a Judge for a number of national awards:

*The National Training Awards (since 2007)
*The National Customer Service Awards (since 2009)
*Customer Service Training Awards (since 2011)
*National Sales Awards (since 2011)

Specialties: Helping organisations to value their most important asset – their people. Responsible for the Operational Learning strategy and teams across Operations & Technology at Barclaycard.

Connect with Ray on LinkedIn