Customer Experience Trainer

Description

• Evaluating the impact of training through feedback, assessments, and KPI trends, continuously improving content and delivery
• Using quality assurance results, performance data, and manager feedback to identify training needs and shape targeted development sessions and coaching
• Develop and deliver high-quality customer experience training programs for frontline, operational, and support teams
• Build tailored development plans that uplift individual and team performance.
• Completing call listening and contact reviews to assess service, compliance, and process adherence, and turning insights into practical coaching and training content
• Create engaging learning content using modern instructional design approaches, integrating digital learning tools, microlearning, simulations, and blended learning
• Maintain a deep understanding of industry trends, customer expectations, and best practice in customer experience training.
• Conduct skills assessments, coaching sessions, and performance observations to identify capability gaps and improvement opportunities.
• Support wider transformation programs by ensuring training aligns with new processes, systems, and customer experience strategies.
• Evaluate training effectiveness using analytics, feedback, and performance metrics; implement improvements to maximise impact.
• Partner with leaders to reinforce learning and embed consistent service standards.
• Champion the evolution of training through automation, digital platforms, and data-driven insights.
• Creating and maintaining clear training materials, guides, and support documents to help colleagues perform confidently and consistently in their roles
• Lead initiatives that modernise learning delivery, including e-learning libraries, virtual classrooms, interactive content, and learning analytics.
• Collaborate with cross-functional teams to ensure training continuously reflects operational needs and market changes.
• Designing, updating, and delivering engaging induction, refresher, and upskilling training for our Business Support and Call Centre colleagues, using a mix of virtual and face-to-face delivery
• Bringing processes, systems, and products to life through interactive learning methods such as role-plays, call listening, case studies, and systems walk-throughs
• Facilitate onboarding programs ensuring new starters quickly gain the knowledge and behaviours required to represent the Chubb brand effectively

Requirements

• Confident communicator who can influence, motivate, and engage diverse audiences.
• Extensive experience in training design, facilitation, and capability development in customer-facing environments (preferably within security, fire protection, or technical service industries)
• Ability to translate strategic goals into practical training frameworks that drive measurable improvement
• Professional training or coaching qualifications (e.g., CIPD L&D, TAP, ILM)
• Improved customer satisfaction, consistency, and service delivery across all touchpoints
• Strong understanding of customer experience principles, service culture, and process optimisation
• Background in using LMS/LXP platforms and digital content creation tools
• Analytical mindset with the ability to interpret training data and apply insights to improve content and delivery
• Experience in transformation or organisational change programs
• Proven track record in modernising training through digital platforms, e-learning tools, and blended learning strategies
• Training that directly contributes to Chubb’s mission of protecting customers with excellence, reliability, and service quality

Benefits

• Childcare Vouchers
• A forward-thinking training ecosystem that keeps pace with digital innovation and industry change
• A Central Benefits Platform offering a wide variety discounts
• Employee Referral Scheme (£1000)
• Employee Scholarship Scheme
• 25 days holiday, plus bank holidays
• Company Pension Scheme
• Life Assurance (4 x Basic Salary)
• Free Onsite Parking
• Cycle to Work Scheme
• Health & Wellbeing Resources
• Highly engaged teams who feel supported and skilled through modern, accessible learning

Training + Development

Interview process

Visa Sponsorship

Security clearance