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Lead Learning & Development Partner
Ready to shape how colleagues learn, grow and build their careers in a digital-first organisation?
Do you enjoy turning capability challenges into learning solutions that improve performance, accelerate progression and create lasting organisational impact?
Are you looking for a role where you can build something meaningful, leaving a legacy that supports colleagues to develop from Digital Guide through to Expert Client Adviser?
Our Lead Learning & Development Partner will play a pivotal role during an exciting period of transformation and organisational change. Working across learning, operations and leadership teams, you'll lead the design and implementation of a new contact centre learning academy, creating structured learning journeys and career pathways that support colleagues from Digital Guide through to Expert Client Adviser.
You'll help build the capability, confidence and progression pathways colleagues need to succeed today, while creating a scalable learning framework that supports the organisation's future skills and capability requirements.
Working closely with stakeholders across the organisation, you'll shape how learning, progression and capability development are delivered across our contact centre operation, making a tangible impact on colleague experience, internal mobility and client outcomes.
About the Role
You'll lead the design and delivery of a high-impact contact centre learning strategy that supports both immediate capability needs and future workforce requirements.
Working across the full learning lifecycle, you'll partner with senior leaders and stakeholders to identify capability gaps, define future skills requirements and create innovative learning solutions that support progression across our contact centre job family.
This role combines strategic capability design, academy development, project leadership and stakeholder partnership, with a particular focus on creating scalable learning solutions that improve speed to competence, build capability and support long-term career development.
What You'll Be Doing
Day to day, you'll:
- Lead the end-to-end design and implementation of a new contact centre learning academy.
- Develop structured learning journeys and capability frameworks that support progression from Digital Guide through to Expert Client Adviser.
- Design engaging blended learning experiences across digital, virtual, instructor-led and workplace learning environments.
- Create innovative learning solutions, including simulations, role-play, scenario-based learning and gamified experiences.
- Partner with senior leaders to identify capability gaps and future skills requirements.
- Build structured assessment, accreditation and progression approaches that support career development and internal mobility.
- Lead learning initiatives using robust project management approaches, managing delivery, stakeholders, milestones and risks.
- Work collaboratively across HR, Operations and Technology teams to ensure learning supports organisational priorities and performance outcomes.
- Use data and insight to evaluate learning effectiveness and drive continuous improvement.
- Champion a culture of continuous learning, progression and capability development.
About You
You'll be an experienced learning and capability professional who enjoys creating innovative solutions, building capability and helping people achieve their potential. You're equally comfortable operating strategically and rolling your sleeves up to turn ideas into reality.
You will bring:
- Significant experience in Learning & Development, Talent or Capability roles.
- Proven operational experience within contact centre or customer service environments.
- Demonstrable success designing and implementing a learning academy or large-scale capability framework.
- Experience developing structured career pathways and job family frameworks.
- Expertise in blended and innovative learning design.
- Strong project management experience, delivering complex programmes and organisational change initiatives.
- Experience using learning technologies and digital platforms to create engaging learning experiences.
- The ability to translate organisational capability needs into practical learning solutions that improve performance and progression.
You'll thrive in this role if you're motivated by:
Purpose: Creating learning experiences that help colleagues build the skills and confidence to deliver better outcomes for the people we support.
Growth: Building something lasting, developing capability at scale and creating meaningful progression opportunities for others.
Balance: Hybrid and flexible ways of working that support you to do your best work while maintaining a healthy balance.
Belonging: Working alongside passionate colleagues who value collaboration, continuous improvement and creating opportunities for people to succeed.
Equality, Diversity & Inclusion
Belonging is central to who we are. We're committed to building a workforce that reflects the people we support and creating a culture where everyone feels valued, respected and able to be themselves.
We welcome applications from people of all backgrounds and experiences. If you need a reasonable adjustment during the recruitment process so you can perform at your best, just let us know, we're here to support you.
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Speculative applications
We'd also welcome a speculative application if you think you'd fit in with our team.