Customer Experience and Technical Trainer

About us

One team. Global challenges. Infinite opportunities. At Viasat, we’re on a mission to deliver connections with the capacity to change the world. For more than 35 years, Viasat has helped shape how consumers, businesses, governments and militaries around the globe communicate. We’re looking for people who think big, act fearlessly, and create an inclusive environment that drives positive impact to join our team.

As the Customer Experience (CX) and Technical Trainer, you will be responsible for training Viasat’s internal and external global teams on the processes, tools, and products that support our satellite network. You will be responsible for developing and delivering a standardised programme to improve our internal team’s technical knowledge, ensuring our customers receive an exceptional level of support and an outstanding experience in every interaction.

• Deliver Best-in-Class Global Training:
  Assess, standardise, document, and implement a scalable Customer Support training program across all regions. Ensure consistency while adapting to regional needs, equipping teams worldwide with accurate, up-to-date knowledge to deliver exceptional customer experiences at every interaction.
• Adapt Training Methodologies:
  Apply expertise in diverse learning styles and delivery methods to meet the needs of globally distributed teams. Design and deliver programs that combine product update sessions, interactive e-learning modules, and hands-on workshops to ensure engagement and knowledge retention across multiple regions and time zones. Tailor content to market and regional differences while maintaining consistency in standards and outcomes.
• Measure and Optimise Impact:
  Establish robust KPIs, OKRs and metrics to track learner satisfaction, team performance, and knowledge retention. Continuously analyse data and feedback to refine programs, ensuring measurable improvements in operational efficiency and learner engagement.
• Maintain Highest Standards:
  Develop and maintain comprehensive training documentation informed by global guidelines. Use data-driven insights to optimise content and delivery methods, ensuring seamless handoffs between teams and alignment with business goals.
• Bridge Business and Customer Needs:
  Collaborate with global sales, commercial, and product teams to identify knowledge gaps and process changes. Ensure training initiatives directly contribute to improved CX, operational performance and adoption of Viasat services.
• Run Case Studies and Share Insights:
  Lead post-training and lessons-learned reviews of case studies to evaluate the effectiveness of programs and identify improvement opportunities. Consolidate findings into actionable insights and share outcomes with global business units to drive alignment, improve processes, and reinforce guidelines across regions.
• Drive Continuous Improvement:
  Stay ahead in the dynamic satellite communications landscape by creating programs that accommodate product updates, regional requirements, and evolving business priorities. Align all initiatives with commercial objectives to maximise impact.

• Training Design & Delivery:
  Create, document, and deliver engaging training programs across multiple formats, ensuring clarity and alignment with business objectives.
• Impact on Performance:
  Focus on reduction in Mean Time to Resolution (MTTR), improving CX and increasing First Contact Resolution (FCR) rates.
• Quality & Continuous Improvement:
  Target increased training satisfaction and adoption of new processes/tools by the group.

• A natural ambassador for training with the confidence to engage at all business levels. You combine critical thinking with an analytical approach and a passion for continuously improving global training programs.
• Highly organised and diligent, able to manage multiple priorities and deliver against deadlines in a fast-paced environment.
• Strong capability in defining, documenting, and implementing standard processes, with a solid understanding of customer service operations and commercial frameworks.
• Skilled in presenting, influencing, and engaging diverse audiences—both…