Capability Lead - Customer Success
Core
Design and improve onboarding, learning pathways, and competency frameworks for Customer Success teams to accelerate independent performance and adoption of new systems.
Role type
Capability Lead (Learning & Development)
Builds
Blended learning solutions, competency frameworks, job aids, and development pathways
Domain
Customer Success / Contact Centre
Deliverable
product features
Required skills
Instructional design, competency framework development, blended learning design, change management, coaching, stakeholder management, performance analysis
Preferred skills
Experience in contact centre environments, facilitation skills, data-driven learning improvement
Technologies
Learning management systems, digital content platforms
Responsibilities
Design onboarding and learning pathways; Build competency frameworks and assessments; Create practical guides and job aids; Coach Team Leaders on capability assessment; Assess learning impact of business change
Seniority
Mid-Senior, hands-on IC