Learning & Development Leader

Nora Arant Brennan, M.A.

Transformational Learning & Customer Experience Executive

Greater Philadelphia, PA 215-***-**** ****************@*******.*** linkedin.com/in/noraarantbrennan/

Professional Summary

Strategic and human-centered learning leader with 20+ years driving transformative outcomes across biotech, SaaS, healthcare, and enterprise organizations. Specializes in building high-impact learning, customer enablement, and organizational development functions that scale with growth, improve experience, and generate revenue. Known for aligning cross-functional stakeholders around shared goals and translating complex technical domains into human-first programs. Recent impact includes scaling a Customer Success function for a global biotech SaaS firm, raising satisfaction scores from 80% to 100%. My work has also contributed to $25M+ in incremental revenue. Seeking executive roles to lead strategic learning and customer experience solutions that shape culture and drive performance.

Skills

Customer Success Strategy, Enterprise Learning & Development Strategy, Organizational Development (OD), Enterprise Change Leadership (Prosci, ADKAR), Organizational Development, Performance Management, SaaS Enablement, Rish Based Quality Management for Clinical Trials, Stakeholder Engagement & Executive Influence, Onboarding Design, LMS Platforms, Human-Centered Design, KPI Development, Cross-Functional Leadership, Strategic Communication, Learning Experience Design (LXD), Engagement Management

Certifications

Risk-Based Quality Management (Cyntegrity), Change Management (PluralSight), MBTI Steps I/II, DDI, Franklin Covey, Accelerated Learning, Performance Consulting (ATD), Sales & Customer Experience Training (Richardson, Integrity Systems)

Work Experience

Head of Customer Success

CYNTEGRITY GmbH (Biotech SaaS) – Remote Nov 2022 – Present

- Increased Customer Happiness Score from 80% to 100% within 12 months and maintained it.

- Boosted vendor rating from 3 to 5, strengthening client trust and improving revenue retention.

- Maintained Customer Satisfaction (CSAT) scores at 85% or above.

- Developed and implemented a global Customer Success Framework for standardized engagement.

- Launched onboarding program reducing time-to-value and early churn.

- Partnered with Sales, Marketing, Project Management and Clinical Ops to improve enablement and retention strategies.

- Led process improvements enhancing collaboration and delivery without additional headcount.

Director, Learning & Development

IPS, LLC – Blue Bell, PA Jan 2017 – Jan 2020

- Built and scaled the company’s first L&D and Change Management department.

- Designed and launched company-wide Performance and Learning Management systems.

- Influenced executive leadership to transition from a seller-doer model to a dedicated sales and proposal team structure, enabling greater scalability, stronger skills, and company growth.

- Created and managed a national onboarding program, improving new hire integration and lowering attrition while decreasing ramp up time.

- Directed the enterprise-wide rollout of training for managers, aligning content with organizational policies and operational risk priorities.

- Implemented and led a peer recognition program boosting employee engagement.

Learning & Organizational Development Consultant

Independent – Remote Jan 2005 – Present

- Advised senior leaders at Fortune 500, biotech, healthcare, and public sector clients.

- Led L&D transformations aligned to strategic business goals.

- Delivered improvements in engagement, enablement, adoption, compliance, and onboarding.

- Select clients include Cyntegrity, Bristol-Myers Squibb, Merck, Pfizer, Accenture, Lockheed Martin.

Lead Training Specialist

CDM Smith, Inc. – Philadelphia, PA Feb 2013 – Jan 2017

- Influenced senior leadership to elevate project manager capabilities by integrating business relationship acumen into the core curriculum; directed program development and impact assessment to ensure alignment with organizational goals.

- Mentored junior team members and improved internal development.

- Created remote onboarding frameworks and team-building initiatives.

Training, OD & HR Lead

Pentec Health, Inc. – Boothwyn, PA Jan 2010 – Jan 2013

- Built the organization’s first formal training department.

- Won and managed state-funded training grants.

- Supported rapid organizational growth and compliance.

Manager, Learning & Leadership

Popular Financial Holdings – Marlton, NJ Mar 2001 – Mar 2005

- Created a training function generating over $25M in revenue through sales and service enablement.

- Secured and managed over $500K in state training grants.

Academic Experience

Faculty, Communication (Undergraduate & Graduate)

La Salle University – Philadelphia, PA Aug 2011 – Present

- Teach Learning & Development Capstone course.

- Apply real-world executive experience to academic instruction.

- Mentor students inside and outside of classroom.

Education

M.A., Human Services/Counseling Psychology – 1995

B.A., Professional Writing, Psychology U.S. Army ROTC – 1992

Awards & Recognition

- HR Department of the Year – Winner (2012), Nominee (2011)

- Best Places to Work in PA – #3 (2012), #4 (2011)

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