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Opportunity Awaits

Opportunity Awaits

Training & Customer Experience Expert

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Publish Date Nov. 14, 2021 Location Melbourne | Australia Company WorldLine

The opportunity:

For the Centre of Excellence team, we are looking for an experienced Training & Customer Experience Expert who is closely working with team heads and documentalists in defining, maintaining and optimizing the training material in the organization, while ensuring high customer satisfaction through the identification of needs for adjustments in the customer service area. You will assure that the quality of the training remains high and applicable. This role will also have interactions with offshoring partners and occasional travel is expected. 

Your day-to-day responsibilities include: 

  • You identify training and development needs to improve the customer experience
  • You create, standardize and maintain training material for in-house and off-shore courses 
  • You design training and development programs based on the needs of the organization and the individual
  • You organize training and train-the trainer sessions. You also deliver  training both internally and to off-shore partners
  • You assure training is delivered in a correct way via an assessment.
  • You create tests/quizzes/certifications, present and report on these results.
  • You collect information and create a clear messages via different channels (e-mail, briefing, intranet)
  • Based on KPI’s with regards to customer satisfaction, identify additional needs for training

Signs of success: 

  • You deliver trainings on time
  • You manage surveys of employee performance 
  • You identify additional training needs
  • You set up a sustainable training concept  

Skills we can’t do without: 

  • You have graduated from a university or have  equivalent experience
  • You have experience in training and communication  
  • You are a strong relationship builder and excellent communicator
  • You have strong organizational skills, are able to handle multiple priorities and are solution-oriented
  • You pay high attention to detail and accuracy
  • You proactively take ownership of tasks, manage them to their completion and deliver under tight timelines
  • You have the ability to work in an international context and show willingness to travel 
  • You are proficient in MS Office, with medium to high skills in PowerPoint, Word, Excel
  • You have an adequate knowledge of learning management software

Skills we’d like: 

  • You prove solid knowledge of various training and teaching methods 
  • You have a validated experience in designing training programs and workshops 
  • You have experience in the area of customer experience strategy

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