Customer Journey Learning Lead

Location - Solihull (Hybrid working, will require travel to E.ON sites as required)

Salary - £51,620 - £65,907 plus excellent employee benefits and career progression

Fixed term - 12 months

npower Business Solutions (nBS) is the E.ON UK Industrial and Commercial (I&C) pillar and a market leader in the B2B energy retail sector. I&C is a £6 billion revenue business serving c60,000 customers and around 300,000 meter points with a view to becoming the number one B2B energy supplier in the UK.

You are responsible for assessing needs, designing, overseeing and managing the delivery of operational learning initiatives that directly support the improvement of Customer Journey outcomes and CX&I strategic priorities. You will ensure that operational learning is effectively developed and delivered to meet the evolving needs of all I&C colleagues relevant to CX / Journeys, leading to enhanced skills, knowledge and performance across the business. The Delivery / Learning Lead plays a critical role in enabling the successful embedding and adoption of learning, leading to sustainable change.

Main responsibilities of the role

• Conduct operational Learning needs analysis to identify and assess learning and development requirements aligned to Customer Journey enhancements and CX&I initiative impacts.
• Develop and tailor creative and innovative learning programmes and materials that address specific operational gaps in adopting new Journey ways of working, leveraging existing content where appropriate to accelerate delivery and adoption.
• Define and secure the appropriate resources - digital, in-person, or blended - to deliver learning solutions effectively and efficiently across impacted teams.
• Lead cross-functional delivery, collaborating with Journey Owners, stakeholders, governance forums, and solution providers to ensure high-quality learning outcomes.
• Apply a range of modern learning techniques and stay current with industry best practices to maximise learning impact and return on investment.
• Provide expert guidance on addressing learning needs emerging from CX&I initiatives, ensuring solutions are practical, scalable, and drive measurable improvements in journey performance.
• Partner with SMEs to define the most effective delivery strategies, ensuring colleagues are fully equipped to operate in a customer experience-focused environment.
• Define and implement a robust learning evaluation strategy to assess the success and business impact of learning interventions, using feedback and performance data to further drive continuous improvement.
• Ensure all learning delivery supports positive customer outcomes and mitigates operational risk associated with capability gaps.
• Create and maintain a learning matrix/log to track delivery, participation, and compliance across CX&I deliverables.
• Attend key programme and governance meetings, providing clear updates and reports on learning progress, risks, and outcomes.
• Demonstrate the value and ROI of learning interventions and practices that have been deployed.
• Work in partnership with the I&C People Development team to amplify learning interventions and initiatives, as appropriate.

What we need from you

• Ability to assess and prioritise learning needs alongside Customer Journey recommendations and CX&I Initiatives and design effective learning programs.
• Proficiency in adult learning principles and instructional design models.
• Ability to leverage technology for blended and virtual learning delivery to create tailored learning content and materials.
• Excellent empathy, communication and interpersonal skills to work with diverse stakeholders, including subject matter experts, managers, and colleagues.
• Ability to facilitate large-scale workshops, deliver presentations and create engaging learning materials, building trust and rapport.
• Skills in coaching and mentoring employees to support their professional growth.
• Provide post-learning support and guidance to learners to foster a culture of continuous learning.
• Partner with subject matter experts, CX&I team and people team to ensure learning is accurate, timely, and aligned to strategic priorities.
• Collect feedback, analyse outcomes and refine approaches based on insights.
• Experience in evaluating the effectiveness and ROI of learning interventions.
• Strong project management skills: planning, organising, managing multiple learning initiatives, attendance records, evaluation data and scheduling coordination.
• Experience in change management to support organisational improvement and adoption of new ways of working, open to new ideas and adapting learning strategies.

It would be great if you have

• CIPD level qualification or equivalent learning/education qualification.
• Experience in operational learning and development roles.
• Up to date with emerging trends in distance, blended, informal, and social learning.
• Experience in CX disciplines/improvements in a complex, fast-moving business.
• Experience with transformation / continuous improvement programs/production systems/business systems, i.e. EBS, Lean Six Sigma.
• Experience in partnering model at multiple levels of the organisation, from front line to Executive.
• Familiarity with Learning Management Systems (LMS), e-learning platforms, and digital learning tools.
• Stay up to date with learning trends and incorporate innovative methods to enhance delivery and impact.