Training and Communication Content Designer (12 Months Fixed Term Contract)

This position 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 will 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 will 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 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 will 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.

Qualifications

You will have gained the following skills/experience:

• You are passionate about communication, learning, and development and the difference that this can make to our business and Scheme partners.
• You are a clear communicator and enjoy using your copywriting skills to take complex information from multiple sources, and turn it into straightforward, engaging, and accessible messaging.
• You have great digital skills and get excited learning new software and platforms including Adobe and Microsoft suites, Articulate Rise, content, knowledge, and learning management systems.
• You embrace change and look for the opportunities that new and innovative solutions can provide us to engage our audiences in a fast-paced, ever-changing environment.
• You enjoy working in an agile environment and can multi-task, depending on business needs and changing priorities.
• You are proactive and an organised self-starter who enjoys working in a friendly team, happy to roll up your sleeves, offer opinions and ideas, and get involved and collaborate.
• You love working independently but also recognise the benefits of working as part of a team to deliver the best solutions, whilst continuing to develop the broader skills of the team.
• You are confident building strong collaborative working relationships with key stakeholders at all levels across the business.
• You are committed to continuous personal and professional development, self-directed learning, improvement, and stay up to date and maintain best practices.

Minimum Criteria

• Excellent communication, copywriting, and editing skills and the ability to tailor digital content for the relevant audience and can take complex information ranging from business changes to key partner information and turn it into clear, engaging, and accessible content.
• Experience of building and managing internal customers and internal and external stakeholder relationships enabling you to understand their needs, identify, challenge, and recommend suitable solutions and the benefits, manage expectations, and provide a quality service delivery.
• Experience of or ability to quickly learn and pick up new systems, technology, and software to create, manage, and deliver digital content such as content management systems, learning management systems, knowledge management system, Adobe suite software suite, e-learning software, email, and process maps.
• Experience of leading, planning, and delivering projects.
• Proven time management and organisational skills working with competing priorities to meet deadlines and requirements.