This role provides the opportunity to create engaging high-quality content and training for our employees and Scheme partners. Considering the end-to-end journey touch points, delivering knowledge and tools to provide great customer outcomes.
You’ll develop e-learning and training content for face-to-face and virtual trainer led sessions. You will also develop communication and resources content for email campaigns, our partner website and internal knowledge management system using online platforms and software.
This will involve proactively building relationships and engaging with stakeholders to understand operational changes, performance gaps, technical, Scheme and partner information into clear and concise content.
You’ll identify areas where effective training, communications, resources, and tools will help drive and improve operational performance, efficiencies, and user experience.
You will write and edit copy including, e-newsletters, emails, e-learning, trainer notes, slide decks, assessment questions, process maps, and online website and knowledge management resources and content. You will create, produce, and manage communication plans, email campaigns, photoshoots, events, resources, training, and video content to deliver clear, targeted, and compelling messages to drive engagement and performance.
You will have knowledge and experience of our systems and platforms and work closely with the other content designers to create and deploy training and communication content. This includes setting up learning pathways on our learning management systems, rolling out new content for both employees and partners using our content management systems, knowledge management systems, and email systems.
You’ll establish good working relationships with our external suppliers to deliver robust and effective solutions, on time and on budget; as well as being the point of contact to manage and resolve any queries and requests.
You will ensure effective handover of training materials you have developed to the training delivery teams via structured train-the-trainer activity to ensure consistency of structure and learning outcomes.
You will collate qualitative and quantitative analytics and feedback to evaluate and measure the impact of communication and training, sharing insights into trends and opportunities with Customer Services teams to support continuous improvements.