All AI Work Design Stories

How Sarah Bernstein is building learning into every redesigned workflow

LinkedIn
Sarah Bernstein
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1 min

Industry

Telecommunications · Technology

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How Lumen’s Sarah Bernstein is connecting workflow redesign with the learning people need to work differently.

Sarah brings work redesign and employee learning into the same conversation. Changing a workflow also changes what people need to know, how they apply judgment and what leaders should expect of them.

 

The transformation story

How Lumen is turning redesigned workflows into practical learning

Connect separate opportunities to the work

Disconnected AI use cases needed a shared view of the work and a plan for how people’s roles would change.

Map the detail with the business

Functional leaders worked with Reejig and Microsoft to map work at subtask level, clarifying where agents could contribute, what should remain human and how responsibilities would change.

Build learning into workflow redesign

Learning journeys are developed directly from the workflow design sessions, with one track for the new workflow and one for judgment and adaptability.

“Learning is being designed alongside the work people will do.”
Help people take ownership of change

Clarity about what is changing, what is staying and how to guide teams helps employees build confidence and apply new skills.

“We need it to be in the flow of work, and we need it to be always on.”
What’s next: scale learning with the work

Sarah is scaling the approach across Lumen, keeping learning aligned with evolving workflows and exploring how AI could accelerate onboarding for early-career employees.

What other leaders can take from this

Lessons for leaders

01
Go to subtask depth before building agents
Task data signals potential. Subtask data and handoff context make the redesign work.
02
Design the learning with the workflow
People should know their new way of working on day one of deployment.
03
Communicate at the role level
Tell people which tasks change, which stay human and what to do with the time they gain.
The partnership with Reejig has been really instrumental in thinking through … what is the true work that our employees are doing today?
Sarah Bernstein Lumen

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