Customer Experience Centre Trainer

About the Role

Become an integral part of LIC's acclaimed Customer Experience team by taking on a pivotal role in enhancing the skills that drive outstanding customer service. This role extends beyond traditional training responsibilities, involving the creation and facilitation of interactive learning programs, coaching colleagues, and collaborating with leadership to strengthen the Customer Experience team's abilities.

You will also pioneer innovative learning approaches, including harnessing generative AI, digital learning technologies, and data analytics to design personalized, engaging, and effective educational experiences.

This full-time position is based onsite at our Newstead campus, where you’ll join a motivated and collaborative team passionate about learning, innovation, and customer service excellence.

Key Responsibilities and Personal Attributes

• Act as a dynamic facilitator dedicated to developing team members and unlocking their potential.
• Exhibit high emotional intelligence, showing empathy and professionalism, especially in sensitive or challenging interactions.
• Design impactful learning solutions and training content grounded in sound instructional design methodologies.
• Build strong rapport and influence stakeholders at all organizational levels with confidence.
• Stay inquisitive about emerging technologies such as generative AI and explore their applications in enhancing learning and coaching.
• Leverage quality metrics, customer feedback, and performance data to identify learning gaps and continuously improve development initiatives.
• Demonstrate excellent communication, organizational, and problem-solving abilities.
• Adapt quickly to new systems and evolving business requirements.

Experience with learning design tools like Articulate or crafting structured educational programs is highly advantageous. Familiarity with LIC products or the MINDA system is a plus but not mandatory.

Benefits and Working Conditions

• Competitive salary package.
• Permanent, full-time office position from Monday to Friday, 8:00 am to 5:00 pm with no weekend duties.
• Opportunity to influence and innovate the future of learning within LIC's Customer Experience division.
• Continuous professional development opportunities to expand your skills.
• Free parking on-site, including electric vehicle charging stations.
• Access to an employee share ownership plan.
• Two additional annual leave days plus special family leave benefits for new parents.
• Enjoy a vibrant workplace environment featuring a café, swimming pool, tennis and volleyball facilities, social clubs, massage chairs, and a well-stocked snack bar.