We are working with one of the most recognisable brands in the UK to find an exceptional Capability & Learning Lead for their growing Customer Contact Contact Centre estate.

The Capability & Learning Lead sits within the Resource Planning, Optimisation & Operational Excellence centre and supports the broader team in enabling consistent and more efficient and effective operations.

Key Responsibilities:

Owning the end-to-end people development journey, from induction and onboarding through to in life training, capability uplift and partner alignment.
Designing and delivering engaging programmes that build the skills, confidence and cultural alignment needed to deliver exceptional experiences
Partnering with journey and CI teams to make sure training translates into sustained performance uplift, linking capability programmes directly to customer outcomes and reducing failure.
Work with suppliers and partners to ensure they are aligned with our clients culture and ethos.
Developing frameworks to measure, evaluate and improve the effectiveness of training and capability programmes
Leading, coaching and developing a team of training and capability professionals to deliver great outcomes

We need you to have:

Proven Contact Centre experience
Proven experience leading training, learning or capability function in financial services or complex service industries.
Track record of linking learning interventions to measurable business and customer outcomes.
Experience leading multi-disciplinary training teams and influencing senior stakeholders
Strong understanding of learning and development practices, capability frameworks and performance uplift measurement.
Familiarity with operational excellence, customer experience and transformation contexts.
Knowledge of supplier training assurance and cultural alignment practices.

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Capability & Learning Lead