Global Training Enablement Lead

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Job type:
Full Time
· Department:
Customer Operations
· Work type:
Hybrid

London, England, United Kingdom;
Amsterdam, North Holland, Netherlands

Cover Genius is aSeries E insurtech that protects the global customers of the world’s largest digital companies including Booking Holdings, owner of Priceline, Kayak  , Intuit, Uber,Ryanair , Turkish Airlines, Descartes Ship Rush, Zip and Seat Geek. We’re also available at Amazon ,Flipkart ,eBay , Wayfair and SE Asia’s largest company, Shopee. Our partners integrate withXCover , our award-winning insurance distribution platform, to embed protection for millions of customers worldwide each year.

Our team and products have been recognized with dozens of awards including by the Financial Times which ranked Cover Genius as the#1 fastest-growing company in APAC in 2020. Our diverse team across 20+ countries and many language groups commit itself to diverse cultural programs, in particular“CG Gives” which makes social entrepreneurs out of us all and funds development initiatives in global communities.

Bold, Authentic, Purposeful and Inspired

Our People are not

Perfect, Traditional, Complacent or Cautious

We are looking for our Global Training Enablement Lead to build the systems and tools that onboard, upskill, and certify our global team quickly and efficiently. You will manage the global training roadmap to ensure our enablement strategy matches our growth goals.

Rather than relying on legacy methods, you will build a system that ensures every assessor (internal or external) meets our quality standards from their first day. As a functional lead, your goal is to get new hires productive faster and keep performance high across all global hubs. You will translate complex insurance logic into quality training materials, ensuring every module for travel, logistics, retail, and mobility is accurate and easy to use.

• Training System Development:
  Partner directly with Insurance and Claims teams to develop and maintain the "Master Curriculum" for all insurance verticals. You will be responsible for the structural integrity of our training content, working closely with internal experts to ensure all technical logic, policy nuances, and regulatory requirements (inc. Vulnerable Customer needs) are 100% accurate and reflected in the global learning paths.
• Build machine-readable frameworks:
  Develop technical plans and write the operational and procedural guides needed for insurance workflows. You will explain complex insurance and technical concepts through structured resources. These resources must work for two audiences: they need to give human assessors clear instructions and provide AI agents with accurate reference data.
• Onboarding & Simulations:
  Build a scalable onboarding system. Instead of relying on manual shadowing, you will use simulation environments to test new hires and existing agents on complex, real-world claims before they handle live cases.
• Omni-Channel Content & Knowledge Strategy:
  Establish and govern a single, verified source of truth that integrates across our operational ecosystem (including Slack and the claims platform). You will build a delivery model that pushes verified content from this central hub to our various tools, eliminating the use of disparate documents and ensuring global consistency at the exact moment of need. A key focus will be optimizing the "searchability" of knowledge so that the time-to-answer for an assessor is minimized, ensuring expertise is accessible at the exact moment of need.
• QA & Complaints Improvements:
  Partner with the Quality Assurance, Fraud and Complaints teams to turn operational data into a strategic feedback loop. You will analyze QA trends, leakage data, and complaint root causes to identify performance failures, building targeted training interventions that fix errors at the source improving portfolio performance.
• Scheduling & Capacity:
  Partner with the Workforce Management lead to define onboarding and continuous training windows within the global schedule. You will align training delivery with global capacity…