CX Training & Development Lead

As our CX Training & Development Lead, you'll be responsible for creating and delivering learning programmes that develop the skills, confidence and performance of our Customer Experience teams. You'll work closely with leaders and colleagues to identify development needs, design engaging learning solutions and embed a culture of continuous improvement across the function.

This role is ideal for someone who is passionate about developing people, enjoys coaching others and believes that small improvements every day can deliver significant long-term results.

• Designing and delivering engaging training and development programmes
• Managing onboarding and induction programmes for new colleagues
• Creating and maintaining development plans, skills matrices and learning resources
• Identifying capability gaps and implementing targeted development activities
• Providing coaching and feedback to support colleague growth and performance
• Working with leaders to support internal progression
• Promoting a culture of continuous learning, accountability and improvement

• Has experience in training or learning and development
• Is passionate about helping people succeed and reach their potential
• Can confidently facilitate training sessions and workshops
• Builds strong relationships and communicates effectively at all levels
• Can translate learning into measurable improvements in performance and capability
• Shares our values of Care, Courage, Connection and Common Sense