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.
