In this issue, we are pleased to spotlight Heather Balcerek, CPTM, senior learning and development (L&D) leader at Maximus. With nearly 20 years in the field, Heather’s career path has taken her from frontline training to leading enterprise learning and leadership development programs that help people grow with confidence and clarity.

Read on to learn about Heather’s career journey.

How did you get started in learning and development?

I studied psychology in college and was drawn to how people learn and succeed at work. When I realized our company lacked training for key systems, I created a full training manual for my senior capstone. That work opened the door to my first official L&D role after graduation.

What’s your most memorable training experience, good or bad?

Running our executive development program this year. Hearing participants share how much they learned — and how the relationships they built will support their continued success — was incredibly meaningful. Their appreciation and growth made the impact of the work feel real in a new way.

Who would you consider your most valuable role model? What were some qualities that made them great?

Eric Miller, a trainer at Verizon Wireless, remains one of my most influential role models. He made learning real through stories and analogies, encouraged people as they stretched into new skills, and he deeply believed in me — often speaking my name in rooms I wasn’t in. His example still guides me.

What are the most pressing issues on your professional plate right now?

Right now, I’m focused on shifting from building standalone programs to building capabilities and skills across the organization. My priority is defining a clear, repeatable process that helps the business identify and grow the skills we’ll need over the next few years, ensuring development is practical, scalable and future‑ready.

What’s the most challenging aspect of your job?

Managing diverse stakeholder expectations as we shift from program‑based learning to true capability building. Everyone wants something slightly different, and aligning those needs into a clear, sustainable process takes time and patience. Navigating those conversations is complex, but it’s essential to doing this work well.

What’s the most rewarding aspect of your job?

Watching learning take shape in real time. Recently, I was training a new class and there was a moment when the group moved from hearing the idea to truly engaging with it. The conversation opened up, and you could feel the shift. Moments like that remind me why this work matters.

What’s your preferred training methodology?

My preferred training methodology is human-centered and supportive. I focus on creating a space where people feel safe exploring, reflecting and trying new skills. I use stories, real examples and guided discussion to help concepts take shape. When people feel seen and supported, learning becomes meaningful and lasting.

How do you find the time to continue your own professional development?

I fit my own development into everyday moments — listening to podcasts while getting ready, watching short videos while doing chores or reading during travel. I also carve out time for classes and certifications. Blending small daily habits with intentional learning helps me keep growing without adding pressure to my schedule.

Any recommendations for folks out there: books, partners, resources, etc.?

I always recommend resources that support practical, human-centered leadership. “Trust & Inspire” by Stephen M.R. Covey has been especially meaningful, and I regularly learn from the podcasts Coaching for Leaders and L&D Must Change. I also rely on Training Industry’s resources and membership for fresh insights and research.

“If someone wants to follow in my professional footsteps, I’d tell them to be sure to …”

Invest in your own growth the same way you invest in others’. Build your skills, keep learning in the small moments and create spaces where people can grow. When you lead with intention and humanity, the impact tends to take care of itself.