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. COLLABORATION – TECHNICAL CAPABILITY * Build technical capability frameworks and learning pathways. * Coordinate technical subject matter experts. * Support certification and technical development initiatives. * Ensure learning programs remain aligned with evolving technical requirements. COLLABORATION – CUSTOMER SUCCESS * Understand customer expectations and capability requirements. * Identify customer-specific learning needs. * Develop tailored learning solutions where required. * Support customer onboarding through targeted learning initiatives. LEARNING EVALUATION * Evaluate participant feedback and knowledge retention. * Track behavioural improvements following learning interventions. * Monitor improvements in customer satisfaction, productivity, quality, and performance. * Analyse learning participation and engagement metrics. * Report learning outcomes and return on investment to leadership. * Use evaluation insights to continuously improve learning effectiveness. BENCH TEAM MEMBER DEVELOPMENT * Partner with People & Culture Business Partners to keep bench team members engaged, productive, and development-ready. * Create structured development plans based on technical and professional capability needs. * Conduct capability assessments to identify skills gaps that may affect future deployment opportunities. * Coordinate technical, professional, and behavioural development activities. * Work with performance and technical capability stakeholders to prepare team members for upcoming customer opportunities. * Track individual development progress and provide regular updates to relevant stakeholders. * Encourage participation in Guilds, certifications, mentoring, and learning initiatives. * Measure improvements in capability and deployment readiness through assessments and practical application. * Support motivation through meaningful learning opportunities and career development discussions. GUILD LEADERSHIP & CAPABILITY COMMUNITIES * Partner with subject matter experts and Guild Leaders to identify emerging technical, operational, and professional development needs. * Design and deliver Guild learning initiatives, workshops, technical demonstrations, and knowledge-sharing sessions. * Provide learning design, facilitation, and presentation support to strengthen Guild experiences. * Develop an annual Guild learning calendar aligned with business priorities, customer needs, and capability gaps. * Encourage subject matter experts to contribute reusable learning resources, best practices, and technical documentation. * Support subject matter experts in becoming internal educators and capability champions. * Measure Guild learning effectiveness and continuously improve participation and outcomes. MEASURES OF SUCCESS * Establish comprehensive capability frameworks across key operational roles. * Implement a repeatable approach to training needs analysis and skills gap identification. * Deliver effective learning pathways across technical, customer service, leadership, and professional capabilities. * Improve capability and customer outcomes through impactful learning programs. * Increase participation in voluntary learning and development initiatives. * Embed a recognised culture of continuous learning into everyday work and career development. * Strengthen partnerships between learning, performance, technical capability, and operational teams. * Ensure bench team members have active development plans and measurable improvements in deployment readiness. * Increase participation in Guilds, certifications, workshops, and capability initiatives. * Establish and deliver an annual Guild learning calendar with strong subject matter expert participation. * Generate positive participant feedback and measurable learning outcomes. HOW WE TAKE CARE OF OUR TEAM 💰 Get paid in Australian Dollars 🏥 Medical insurance from day one for you + spouse (or parents if unmarried) 🩺 Generous OPD coverage from doctor visits to all your medical needs 🏡 Home office setup allowance to build your ideal workspace 🌐 Internet allowance to keep you connected 💪 Gym & wellness allowance to stay fit and balanced 🎉 Work hard, play hard – regular team events & engagement activities 🧠 Diji Assist – Mental health & counseling support when you need it 📚 We invest in you – reimbursement for industry certifications 🗣️ Open-door culture – your ideas and feedback always matter 🌍 Flexible work – home or office, wherever you do your best work 🏆 Rewards & recognition that actually recognize you 🥳 Great christmas & financial year-end parties to unwind with your loved ones

Learning and Development Specialist

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