Learning Experience Senior Manager (Instructional Design) FTC

Are you ready to design a best‑in‑class induction experience that transforms how people join, learn and thrive in a contact centre environment? If you’re passionate about customer experience, obsessed with creating meaningful learning, and confident influencing senior stakeholders, this is your opportunity to make a major impact.

We’re reshaping the onboarding and induction programme for a key account undergoing significant transformation. You’ll join a supportive, values‑driven Learning Experience team—serious about delivering outcomes but fun, human and community‑minded in culture. Expect strong collaboration, a people‑first mindset, and a genuine focus on wellbeing and belonging.

You’ll thrive in this role if you love being out in the business and getting close to the action. You’ll spend time in our Northern offices—Durham, Lytham and Glasgow—observing inductions, meeting managers, and reviewing the current learning experience first‑hand. While two days a week on site is ideal, we’re genuinely flexible; some weeks you might travel for four days, and others you may not travel at all. What matters most is your willingness to be adaptable and present where the work is happening, building relationships, gathering insights, and shaping an induction experience that truly lands for our people.

What you’ll be doing:

• Leading the strategic redesign of the induction programme to improve time‑to‑competency, quality and new‑starter engagement.
• Creating high‑quality digital and mixed‑media learning content using tools such as Articulate Storyline, Camtasia and PowerPoint.
• Collaborating closely with Operations, Contact Centre Managers to define needs, align expectations and track progress.
• Embedding human‑centred design principles to build a sense of belonging, clarity and purpose from day one.
• Integrating digital platforms and tools to ensure learning is engaging, accessible and scalable.
• Defining evaluation approaches and using analytics, feedback and performance data to support continuous improvement.

What you’ll bring:

• Strong background in instructional design, content creation and L&D strategy.
• Experience designing training within contact centre environments, ideally including vulnerability and complaint handling training.
• Ability to influence and advise senior stakeholders, with confidence to challenge and recommend the right course of action.
• Excellent communication and relationship‑building skills, working across multiple teams.
• Experience coaching or guiding L&D professionals to embed quality and best practices.
• A human‑centred, values‑aligned approach to designing learning experiences.

It would be great if you had:

• Experience working in regulated financial services environments.
• Hands‑on experience supporting or designing inductions for large‑scale system or technology transformations.
• Strong video editing skills and experience optimising multimedia content for digital learning.

If you are interested in this role but not sure if your skills and experience are exactly what we’re looking for, please do apply, we’d love to hear from you!

Employment Type: Fixed Term Contract - 9 months

Location: Lytham, Durham & Glasgow – flexibility to travel between all 3 offices

Security Clearance Level: SC

Internal Recruiter: Chloe

Salary: Up to £65,000 Depending upon experience and development needs

Benefits: £5,400 car allowance, 25 days annual leave with the option to buy additional days, private medical, life assurance, pension, and generous flexible benefits fund.

We support different ways of working and can offer a range of flexible working arrangements.