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In today’s Learning Matters conversation, I sat down with Heather Torres, Director of Learning and Development at Brown & Brown. Heather’s journey into L&D is a mix of business savvy, teaching aspirations, and a passion for helping people grow. What stood out most in our discussion was her focus on aligning learning strategies with business outcomes and her pragmatic take on AI in the workplace.
Speaking the Language of Business
Heather’s core message is simple but powerful: if L&D wants a seat at the table, we need to prove our impact on business metrics. That means moving beyond reporting how many people attended training or how many hours were logged. Instead, we should be asking:
- Did training increase sales?
- Did it improve customer retention?
- Did it shorten call center times?
- Did it make the workplace safer?
Heather shared a sales training pilot that generated an impressive 7x to 11x ROI. For her, the magic wasn’t in smile sheets but in real business outcomes that leadership could see, measure, and value.
AI as the Cordless Phone of L&D
Heather also brought a refreshing perspective on AI. For many in her heavily regulated industry, AI feels scary and unknown. But as she pointed out, we have all been using AI for years through autocorrect, Netflix recommendations, or Google Maps.
She compared AI adoption to her grandmother’s first cordless phone. At first, it sat unused because it felt intimidating and unfamiliar. Once her grandmother realized the freedom it gave her, she never looked back. Heather believes AI can do the same for us in L&D by freeing us from repetitive tasks so we can focus on the human-centered, strategic work that makes an impact.
Meeting Learners Where They Are
Heather pushed back on the old idea that all training must be in a classroom, but she is not an “everything should be online” advocate either. Instead, she asks: what behavior are we trying to change, and what is the best way to achieve it?
Sometimes that means a quick job aid, a classroom session, a pop-up in a system, or self-paced eLearning. Flexibility and experimentation are key. As Heather put it, “To meet people where they’re at, to help them grow within their job skills, career, and as a person, I think that’s amazing.”
Taking Ownership of Growth
One of Heather’s biggest challenges is helping employees see that they own their career path. Some may want to climb the ladder, while others may find their perfect niche and stay there. L&D’s role, she believes, is to provide guidance on the skills employees need, show them how to close gaps, and encourage them to take control of their own development.
Advice to Her Younger Self
If Heather could go back to her 22-year-old self, she would say: have more confidence, do not be afraid to share your accomplishments, and find a mentor early. Leaders are busy, and if you do not advocate for yourself, your impact may go unnoticed. Mentorship, she says, could have accelerated her own growth tremendously.
Final Thoughts
Heather’s story is a reminder that when L&D aligns with business goals, embraces technology with curiosity, and empowers people to own their growth, the impact is undeniable. Whether it is proving ROI with hard data or experimenting with AI to free up time for meaningful work, Heather makes the case that learning truly matters when it is focused on outcomes that drive the business forward.
