Learning and Development Specialist

About the Role

We are seeking a Learning & Development Specialist to drive capability development and foster a strong culture of continuous learning across a high-performing, remote-first organisation.

In this role, you will identify capability and skills gaps, design practical learning solutions, facilitate engaging development programs, and measure their impact on individual and organisational performance. You will work closely with performance, technical capability, People & Culture, customer success, and operational stakeholders to ensure learning initiatives support business objectives, customer expectations, career progression, and measurable capability improvements.

The role offers an opportunity to shape learning pathways across technical, professional, customer service, leadership, and behavioural development while building initiatives that encourage employees to take ownership of their growth.

Ideal Profile

Required Skills & Experience

3+ years of experience in Learning & Development, Organisational Development, or Corporate Training.

Proven experience conducting training needs analysis and identifying skills and capability gaps.

Strong experience designing and implementing learning programs from concept through delivery.

Excellent facilitation and presentation skills, with the ability to engage diverse audiences.

Experience creating effective training materials, learning resources, assessments, and practical activities.

Demonstrated ability to drive learning engagement and continuous development initiatives.

Strong stakeholder management and cross-functional collaboration skills.

Excellent written and verbal English communication skills.

Ability to analyse data and identify capability, behavioural, and performance trends.

Strong organisational, project management, and prioritisation skills.

Desired but Not Essential

Experience within a BPO, IT services, or professional services environment.

Experience supporting remote or distributed teams.

A qualification in Learning & Development, Adult Education, Human Resources, or Organisational Development.

Experience developing blended learning solutions incorporating instructor-led, virtual, and self-directed learning.

Responsibilities

• Learning Needs Analysis
• Conduct organisation-wide training needs and capability assessments.
• Identify skills gaps using performance reviews, customer feedback, coaching outcomes, quality results, and leadership insights.
• Analyse capability requirements across customer accounts and technical disciplines.
• Establish annual and quarterly learning priorities aligned with organisational needs.
• Recommend targeted learning interventions that improve business performance.
• Monitor emerging skills, customer requirements, and relevant industry trends.
• Learning Program Design
• Design structured learning pathways across technical, professional, customer service, and leadership development.
• Develop onboarding programs and role-specific learning roadmaps aligned with career progression.
• Create facilitator guides, participant workbooks, assessments, practical exercises, and supporting resources.
• Develop blended learning solutions incorporating workshops, self-paced resources, videos, and coaching activities.
• Regularly refresh learning programs to reflect changing industry trends and customer expectations.
• Training Delivery
• Facilitate engaging instructor-led workshops both virtually and in person.
• Apply adult learning principles to create interactive and effective learning experiences.
• Coordinate subject matter experts to deliver specialist technical content.
• Facilitate onboarding and refresher training based on performance trends and customer feedback.
• Provide managers with coaching resources that reinforce learning outcomes.
• Assess participant understanding through practical activities and assessments.
• Learning Culture & Engagement
• Champion continuous learning by making development relevant, engaging, and connected to career progression.
• Increase participation in voluntary learning and development initiatives.
• Create learning campaigns, challenges, recognition programs, and development initiatives that encourage ongoing growth.
• Embed learning into one-on-one conversations, coaching sessions, and performance reviews in partnership with People & Culture and Customer Success.
• Identify barriers to learning participation and implement strategies to improve engagement and completion.
• Use employee feedback and participation trends to continuously improve learning initiatives.
• Collaboration – Performance & Behavioural Development
• Translate coaching themes into scalable learning programs.
• Develop training that addresses behavioural and performance trends.
• Reinforce coaching outcomes through structured learning interventions.
• Measure behavioural improvements following learning initiatives.