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For Companies At a Glance
- Tasks: Train global teams on satellite network processes and tools for exceptional customer support.
- Company: Join Viasat, a leader in satellite communications with a mission to connect the world.
- Benefits: Competitive salary, inclusive culture, and opportunities for professional growth.
- Why this job: Make a real impact by enhancing customer experiences through innovative training programs.
- Qualifications: Experience in training, strong communication skills, and a passion for customer service.
- Other info: Dynamic work environment with a focus on continuous improvement and collaboration.
The predicted salary is between 36000 - 60000 £ per year.
About us
One team. Global challenges. Infinite opportunities. At Viasat, we’re on a mission to deliver connections with the capacity to change the world. For more than 35 years, Viasat has helped shape how consumers, businesses, governments and militaries around the globe communicate. We’re looking for people who think big, act fearlessly, and create an inclusive environment that drives positive impact to join our team.
What you'll do
As the Customer Experience (CX) and Technical Trainer, you will be responsible for training Viasat’s internal and external global teams on the processes, tools, and products that support our satellite network. You will be responsible for developing and delivering a standardised programme to improve our internal team’s technical knowledge, ensuring our customers receive an exceptional level of support and an outstanding experience in every interaction.
The day-to-day
- Deliver Best-in-Class Global Training: Assess, standardise, document, and implement a scalable Customer Support training program across all regions. Ensure consistency while adapting to regional needs, equipping teams worldwide with accurate, up-to-date knowledge to deliver exceptional customer experiences at every interaction.
- Adapt Training Methodologies: Apply expertise in diverse learning styles and delivery methods to meet the needs of globally distributed teams. Design and deliver programs that combine product update sessions, interactive e-learning modules, and hands-on workshops to ensure engagement and knowledge retention across multiple regions and time zones. Tailor content to market and regional differences while maintaining consistency in standards and outcomes.
- Measure and Optimise Impact: Establish robust KPIs, OKRs and metrics to track learner satisfaction, team performance, and knowledge retention. Continuously analyse data and feedback to refine programs, ensuring measurable improvements in operational efficiency and learner engagement.
- Maintain Highest Standards: Develop and maintain comprehensive training documentation informed by global guidelines. Use data-driven insights to optimise content and delivery methods, ensuring seamless handoffs between teams and alignment with business goals.
- Bridge Business and Customer Needs: Collaborate with global sales, commercial, and product teams to identify knowledge gaps and process changes. Ensure training initiatives directly contribute to improved CX, operational performance and adoption of Viasat services.
- Run Case Studies and Share Insights: Lead post-training and lessons-learned reviews of case studies to evaluate the effectiveness of programs and identify improvement opportunities. Consolidate findings into actionable insights and share outcomes with global business units to drive alignment, improve processes, and reinforce guidelines across regions.
- Drive Continuous Improvement: Stay ahead in the dynamic satellite communications landscape by creating programs that accommodate product updates, regional requirements, and evolving business priorities. Align all initiatives with commercial objectives to maximise impact.
Objectives and Key Results
- Training Design & Delivery: Create, document, and deliver engaging training programs across multiple formats, ensuring clarity and alignment with business objectives.
- Impact on Performance: Focus on reduction in Mean Time to Resolution (MTTR), improving CX and increasing First Contact Resolution (FCR) rates.
- Quality & Continuous Improvement: Target increased training satisfaction and adoption of new processes/tools by the group.
What you'll need
- A natural ambassador for training with the confidence to engage at all business levels. You combine critical thinking with an analytical approach and a passion for continuously improving global training programs.
- Highly organised and diligent, able to manage multiple priorities and deliver against deadlines in a fast-paced environment.
- Strong capability in defining, documenting, and implementing standard processes, with a solid understanding of customer service operations and commercial frameworks.
- Skilled in presenting, influencing, and engaging diverse audiences—both technical and non-technical—across all levels of the organisation.
- Proven ability to build strong cross-functional partnerships, align training initiatives with business objectives, and manage competing priorities effectively.
- Deep empathy for customer needs and behaviours, translating insights into training that enhances service quality and customer experience.
- Ability to leverage metrics, trends, and learner feedback to measure program impact and drive continuous improvement.
- Experience designing and delivering engaging sessions across multiple formats, including in-person workshops and virtual instructor-led programs.
- Proficiency in creating tailored e-learning paths and interactive content that improve knowledge retention and deliver measurable performance outcomes.
What will help you on the job
- Background of related experience with a focus on enablement in the technology space.
- Experience working with high-performing customer support teams both internally and externally.
- Experience in using NICE, ServiceNow and Salesforce.
- Experience in building e-learning programs.
- Knowledge about or awareness of working in a technology or telecommunications setting.
- Experience of working in a matrixed corporate environment with multiple internal customers and dispersed collaborators globally.
- Awareness of the latest trends and frameworks that align with the needs of the digital learner.
- Valid Work Permit or Visa for the country you would be located and working from.
EEO Statement
Viasat is proud to be an equal opportunity employer, seeking to create a welcoming and diverse environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, ancestry, physical or mental disability, medical condition, marital status, genetics, age, or veteran status or any other applicable legally protected status.
Customer Experience and Technical Trainer employer: Viasat
Contact Detail:
Viasat Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Experience and Technical Trainer
✨Tip Number 1
Network like a pro! Get out there and connect with people in the industry. Attend events, join online forums, or even hit up LinkedIn. The more people you know, the better your chances of landing that dream job.
✨Tip Number 2
Practice makes perfect! Before any interview, do some mock sessions with friends or family. This will help you get comfortable with your answers and boost your confidence when it’s time to shine.
✨Tip Number 3
Show off your skills! Create a portfolio or a presentation that highlights your training expertise and customer experience strategies. This can really set you apart from other candidates and show what you bring to the table.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in joining our team at Viasat.
We think you need these skills to ace Customer Experience and Technical Trainer
Some tips for your application 🫡
Show Your Passion for Training: Let us see your enthusiasm for training and development right from the start. Share examples of how you've engaged with diverse audiences and tailored your approach to meet their needs. This will help us understand your natural ambassador qualities!
Be Clear and Concise: When writing your application, keep it straightforward and to the point. We appreciate clarity, so make sure your experience and skills shine through without unnecessary fluff. This will help us quickly grasp what you bring to the table.
Highlight Your Analytical Skills: Since we love data-driven insights, don’t forget to mention your experience with metrics and KPIs. Show us how you've used data to measure training impact and drive improvements in customer experience. It’s all about making a measurable difference!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy and straightforward—just like we like it!
How to prepare for a job interview at Viasat
✨Know Your Stuff
Make sure you understand Viasat's products and services inside out. Familiarise yourself with their satellite network and customer experience strategies. This will not only help you answer questions confidently but also show your genuine interest in the role.
✨Showcase Your Training Skills
Prepare to discuss your experience in designing and delivering training programmes. Bring examples of how you've adapted training methodologies for different audiences, especially in a tech environment. Highlight any metrics or feedback that demonstrate the success of your training initiatives.
✨Be Data-Driven
Viasat values continuous improvement, so be ready to talk about how you've used data to measure the impact of your training. Discuss specific KPIs or OKRs you've implemented and how they improved performance or learner satisfaction in previous roles.
✨Emphasise Collaboration
This role requires strong cross-functional partnerships, so prepare examples of how you've worked with diverse teams. Talk about how you’ve bridged gaps between technical and non-technical staff, ensuring everyone is aligned and informed. This will show you can thrive in a matrixed corporate environment.
