Unijobs on behalf of our public sector client have a requirement for a suitably skilled Customer Experience L&D Analyst to join their team. The duration of this post is 6 months initially with possible extensions thereafter. This role will be a flexible/hybrid position - The successful candidate must be able to attend onsite meetings & workshops as required.

Working 35 hours per week, the successful candidate will be employed as an agency employee and will be paid an hourly rate of €31.70 per hour based on an annualised salary of €57,898 You will accrue 30 days annual leave per year and paid Bank Holidays.

Access to appropriate transport is required to fulfil the purposes of this role.

**Must have practical experience in Articulate at a hands on level**

Roles & Responsibilities:

Collaborate with key stakeholders across the Help Desk, SAP COE and Customer eXperience function to identify learning needs and support the development of relevant training solutions.
Design, develop and maintain structured onboarding and induction programmes for new L1 Help Desk staff, ensuring alignment with operational processes and service standards.
Create and update engaging training materials, including digital learning content using tools such as Articulate 360, to support a blended learning approach.
Deliver training sessions to staff on both a one-to-one basis and in group settings, adapting delivery style to meet differing learning needs and experience levels.
Facilitate onboarding, system training and customer service skills sessions to support staff in achieving required performance standards.
Develop and maintain refresher training programmes to reinforce knowledge, address performance gaps and support continuous improvement.
Support the definition and documentation of role-specific competencies and learning pathways for Help Desk staff.
Ensure all training materials and content are accurate, up to date and reflective of current processes, systems and organisational policies.
Monitor and evaluate the effectiveness of training initiatives through feedback, quality metrics, and performance data, and support continuous improvement of learning materials.
Contribute to the development of a consistent and supportive learning environment that promotes knowledge sharing and service excellence.
Maintain training records and documentation in line with organisational requirements.
Support the wider objectives of the Customer eXperience function, contributing to initiatives aimed at improving service quality and user satisfaction.

Post Specific Requirements:

Sufficient experience in developing and delivering training or learning support within a Help / Service desk, customer service or similar operational environment.
Experience in designing and maintaining structured training materials, including onboarding and refresher content.
Proficiency in developing digital learning content using e-learning authoring tools such as Articulate 360 or equivalent.
Experience delivering training in both one-to-one and group settings, with the ability to adapt delivery style to different learning needs.
Strong understanding of customer service principles and the behavioural skills required to support a high-quality user experience.
Ability to translate technical or process-driven information into clear, user-friendly learning content.
Strong communication and interpersonal skills, with the ability to engage effectively with a range of stakeholders.
Excellent written and verbal communication skills demonstrating a command of the English language.
Good organisational and planning skills, with the ability to manage competing priorities across training delivery and content development.

Other Requirements Specific to the Post:

Preferred experience working in financial services support background.
Flexibility in working hours to meet the needs of the service.

*Applicants must be eligible to work in Ireland at the time of application*

*This position may be subject to Garda Vetting and Foreign Police Clearance, if applicable you will be required to obtain these prior to commencing in this role*

Unijobs is an equal opportunities employer

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Customer Experience L&D Analyst