Senior Training Content Specialist

Job Description

The Global Central team

Senior Training and Content Specialist

The Global Central team is the support function for the Global Operations team. Ensuring that the operational teams have all the tools, training and support they need to deliver a seamless Customer Experience to our Customers, Restaurants and Riders.

Working with multiple stakeholders to create and develop training content in order to meet the training requirements across all of our markets, with our ultimate goal being to consistently deliver a best in class service experience. Participate in L&D based projects and initiatives to transform performance across a wide range of KPIs through the creation of engaging training materials and courses.

About the job

This is a role that is high-paced but which gives a lot of variety. The responsibilities are varied, but the fundamentals are:

• Designing engaging learning experiences for our Contact Centre agents across all three sides of the Marketplace that are accurate, innovative and meet the specific learning objectives

• Design, build and create learning experiences across an array of disciplines covering soft skills, compliance, product, processes and systems

• You will build strong relationships with stakeholders both within Deliveroo and with our vendors and partners

• You will ensure your created learning experiences meet the needs of business and deliver the desired results

• Work within your team to produce programmes that meet learning objectives for various levels of employees, e.g. different levels of agents, different markets and different lines of business

• Keep up to date with industry developments by reading blogs, attending events, joining webinars etc.

• Keep up to date on latest design and L&D trends and methodologies

• You will be an ambassador of using learning technologies to deliver training and development solutions

• You will contribute in training facilitation across our in-house and vendor teams, including direct to agent training and train-the-trainer where required

• You will work closely with other colleagues on small to medium-sized projects that contribute to the business strategy

• Ability to manage content across drives and an LMS

Your Skills & Experience

• The ability to communicate effectively and, where necessary, influence key stakeholders

• Experience in designing creative but simple pieces of learning, either using Google Slides, e-learning software or similar

• Excellent English communication skills, both written and spoken

• Organisational and planning skills to manage your time and to meet deadlines and objectives

• You will have a passion for learner-centric design and a track record of designing and delivering fit for purpose learning experiences

• Ability to investigate and use data/information to understand the learning needs of a particular group

• Have a basic understanding of instructional design theories and best practice to generate quality learning solutions employing a range of media (text, graphics, audio & video).

• You will be comfortable delivering within changing and fast-moving environments

• You will have a passion for teamwork and collaboration

• French or Italian language its a plus

Technical Skills

• Exposure to e-learning design tools such as Articulate 360 is required

• Proven ability to manage e-learning on an LMS

• A good level of understanding of instructional design theories and practices

• You will be able to screen plan and wireframe your concepts to provide clarity and context of your proposed solutions

• You will be able to collaborate with SME’s through feedback and review cycles to develop the content

• Experience working and executing on both individual and team projects

• You would be able to provide an example of your work if requested

• Have experience in facilitation and learning delivery

Why Deliveroo?

Why Deliveroo? When you first think about Deliveroo, you probably think of getting great food to your house in less than half an hour. Awesome right? But behind the scenes is the real story. This story is one of high growth, huge challenges and an enormous opportunity ahead of us.

We want to be the definitive food company - the app you go to any time you have a hunger pang. We are transforming the way people think about food. We’re a technology driven company at the forefront of the most rapidly expanding industry in the world, so come and join us for the ride.

Benefits and Diversity

At Deliveroo we know that people are the heart of the business and we prioritise their welfare. We offer a wide range of competitive benefits in areas including health, family, finance, community, convenience, growth, time away and relocation.

We believe a great workplace is one that represents the world we live in and how beautifully diverse it can be. That means we have no judgement when it comes to any one of the things that make you who you are - your gender, race, sexuality, religion or a secret aversion to coriander. All you need is a passion for (most) food and a desire to be part of one of the fastest growing startups in an incredibly exciting space.