Customer First Academy Lead (m/f/d)
Core
Build and run the Customer First Academy, the central capability engine for service and support excellence, developing the mindset, methods, and product knowledge for 1,000+ customer-facing professionals and 50 service partners.
Role type
Senior Learning & Development Program Lead (Customer Operations)
Builds
A scalable curriculum architecture and delivery infrastructure for customer service training across 12+ countries.
Domain
Healthcare IT / SaaS / Customer Operations
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
Service or Support training program design, curriculum architecture, eLearning platform management, learning analytics, blended-learning delivery, stakeholder alignment, program governance, KPI tracking
Preferred skills
German language proficiency, experience in multi-country rollouts, partner certification program management
Technologies
LMS, eLearning platforms, learning analytics tools, CFX-Dashboard
Responsibilities
Design and govern the full curriculum architecture across mindset, methods, and specialist content; Operate four delivery formats including eLearning commissioning, champion certification, mentoring, and on-the-fly coaching; Manage international rollout and adaptation across all countries; Build and govern the service & support partner certification program; Measure and report learning impact against operational outcomes like NPS and FCR; Operate as the connective tissue between customer operations and HR.
Seniority
Senior, hands-on IC with strategic program design and operational execution capabilities
