Learning Development Specialist – 18-Month Maternity Cover

Tarık Dönmez

. Run and facilitate the weekly product launch enablement sessions and regular virtual training programme for the Customer Operations organisation .

Posted 10/22/2026full-timeRemote • United KingdomMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong AI literacy and experience in designing and delivering engaging training programs for customer-facing teams. Capable of conducting training needs analysis, assessing performance, and maintaining training consistency across various departments.

Highest-signal resume keywords

AI LiteracyTraining Program DesignFacilitation SkillsStakeholder ManagementExperience with LMS

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Training Needs AnalysisCall Quality AssessmentContent DevelopmentE-Learning DesignPerformance Coaching

Soft Skills

Excellent CollaborationOrganizational SkillsCuriosity and Quick LearningConstructive Feedback

Tools & Technologies

AI ToolsAbsorb LMSCall Recording PlatformsVirtual Training Platforms

Industry Keywords

Customer OperationsE-CommerceMultichannel RetailInventory ManagementOrder Management

About the role

Key responsibilities & impact

Run and facilitate the weekly product launch enablement sessions and regular virtual training programme for the Customer Operations organisation
Coordinate subject matter experts across the business, including briefing them, shaping content, and maintaining training consistency
Host engaging training sessions and ensure key messages land effectively
Build knowledge checks and certification into the training programme using AI to create and analyse assessments
Maintain the training calendar, materials, and attendance records
Use AI to create training decks, session materials, job aids, and reports, and help Customer Operations colleagues develop their AI skills
Conduct training needs analysis with Customer Operations team leads and departments including Support, Customer Success, and Onboarding
Use AI to analyse call quality scores, assessment results, tickets, and feedback to identify knowledge and skills gaps
Create prioritised departmental training plans, measure training impact, and report progress
Run Customer Operations capability frameworks launching in Q2 2027, assess product knowledge, plan targeted upskilling, and track progress
Coordinate and facilitate product training for new Customer Operations starters and assess readiness before customer contact
Build product knowledge by shadowing experts and progressively deliver training across product, process, and customer skills
Keep training content current as products and processes change, including ahead of releases
Run monthly customer-call quality assessments, provide constructive feedback, and feed recurring themes into the training plan

Requirements

What you’ll need

Confident facilitator, comfortable running engaging virtual sessions for groups of all sizes
Excellent collaboration with subject matter experts; able to build relationships, secure expert participation, and shape clear, engaging training
Proven experience coaching individuals to improve their performance, ideally customer-facing agents
Experience assessing call or ticket quality and giving constructive, specific feedback
Curious and quick to learn a complex SaaS product, with ambition to progress from facilitating training to delivering it
Strong AI literacy; day-to-day use of AI tools such as Claude, ChatGPT, or Copilot to analyse data, measure impact, and build training decks and materials, with good judgement about accuracy and data privacy
Strong stakeholder skills; able to work with team leads to agree priorities and push back when needed
Exceptionally well organised; able to plan ahead, maintain meticulous records, and manage recurring training, inductions, quality checks, and ad hoc requests
Experience designing and delivering training to adult learners, ideally in customer support, success, or contact-centre settings
Knowledge of e-commerce, multichannel retail, inventory, or order management
Experience with an LMS, specifically Absorb, and building e-learning or job aids
Familiarity with call recording or quality assessment platforms
Must currently reside in the United Kingdom
Must have the legal right to work in the U.K.; visa sponsorship is unavailable

Benefits

Comp & perks

Remote & flexible working – with hybrid options in London or Chichester
Laptop & home office budget – 500 EUR to set up your ideal workspace
Private Medical Insurance with Aviva, including Dental & Optical
Group Life Insurance & Yulife Wellbeing & Rewards
Mental well-being support – Access therapy, mental health sessions, and yoga through a free premium subscription to Headspace
EAP confidential benefit – 24/7 access to compassionate guidance & expert advice
25 days holiday + bank holidays
Training, support, and personal development