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
