Expert Level blended learning programme
A national certification programme for around 5,000 Hyundai sales and service advisors, blending digital modules, AI avatar assessment, manager observation, and residential training on one live platform.
Hyundai Motor UK wanted a single national standard for how its sales and service advisors work with customers, held steady across a large dealer network where people join and move on all the time. Expert Level is that programme: a blended learning and certification journey, live on Hyundai's learning platform since June 2026. We designed and built the programme end to end, from the digital modules and AI avatar assessments to the manager touchpoints, the residential training, and the dashboard that tracks it all.
Automotive retail runs on its advisors, and keeping their capability consistent is one of the industry's hardest problems. Frontline roles turn over quickly, with annual churn in the 30 to 40 percent range, so any programme is training a workforce that is constantly changing. One-off courses fade fast and give managers little visibility of who is actually competent.
Hyundai Motor UK saw the opportunity to do this differently: a continuous, certified development journey for around 5,000 sales and service advisors that would hold the standard even as the workforce changed. They asked us to design and build it.
Expert Level is a blended journey rather than a course.
Digital modules run on Hyundai's own learning platform. Advisors then take conversation assessments with an AI avatar, a realistic customer they speak to naturally, and every assessment is scored with a human in the loop, so judgement stays with people.
Certification is deliberately anchored in the dealership. Manager observation counts for half of an advisor's certification, supported by manager intercept touchpoints, an action hub for follow-through, and passport badges that mark progress. A live dashboard gives Hyundai a national, real-time view of where every advisor sits.
The journey culminates in residential sessions at the British Motor Museum, bringing advisors together for facilitated face-to-face development.
We build and release in short cycles with Hyundai's team, reviewing weekly, so content responds to what the network needs. The programme launched live on Hyundai's learning platform in June 2026, with modules two and three completed by the end of that month. The first residential brought 60 attendees to the British Motor Museum over three days, connecting the digital journey to time together in the room.
The programme is live across the network. Modules have been launching on Hyundai's platform since June 2026, the first residential sessions have been delivered at the British Motor Museum, and certification progress is tracked in real time on the programme dashboard.
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