Nottingham Trent House (95002), United Kingdom, Nottingham, Nottinghamshire
Learning Design Lead
About this role
As Learning Design Lead, you'll play a pivotal role in shaping and delivering the knowledge strategy for Customer Operations, ensuring our customer facing teams have the right information at the right time to deliver great customer outcomes, meet compliance requirements, and drive operational excellence.
You'll lead and develop a high-performing team responsible for both agent knowledge content, including creative designers and knowledge platform specialists and agent insights, who gather and analyse feedback and trends to identify improvement opportunities. Together, these teams ensure our agents are supported with the best tools, information, and processes to help customers while continuously improving how we work.
You'll also own the evolution of our knowledge platforms and feedback tools, working with senior leaders, product teams, and operational partners to drive innovation in how knowledge is created, accessed, and acted upon - always with a focus on improving customer and agent experiences.
What you'll do
- Define and own the end-to-end agent knowledge strategy for all our customer contact centers, ensuring customer facing teams have the knowledge they need to deliver excellent service.
- Lead and develop a blended team of content designers, knowledge platform specialists, and agent insight analysts, fostering collaboration to deliver valuable, actionable content and insights.
- Oversee the agent insight team, ensuring they proactively gather agent feedback and insights through focus groups, call listening, analytics, trend reviews, and a dedicated agent feedback tool.
- Work with teams across Operations, Process, Customer Journeys, Quality Assurance, and Change to turn agent insights into clear, actionable improvements that enhance customer outcomes and agent experience.
- Ensure agent knowledge and feedback loops are fully embedded in change and delivery processes, so new initiatives are well communicated, supported, and improved through front-line insight.
- Evolve the way knowledge is created, displayed, and consumed whilst ensuring content is clear, accessible, engaging, and always aligned to business priorities and compliance requirements.
- Collaborate with Product and Technology teams to set the future direction of knowledge platforms and insight tools, driving investment and innovation where needed.
- Use data and insights to measure the impact of knowledge and feedback initiatives, ensuring continuous improvement and alignment with customer and business outcomes.
What we're looking for
- Strong leadership skills with experience managing both creative content teams and insight/analytical teams, ensuring all work is aligned to operational and customer goals.
- A confident, influential communication style, able to engage and challenge senior leaders to drive improvements in knowledge, processes, and customer experience.
- Significant experience shaping and delivering knowledge strategies in a customer operations or contact center environment.
- Proven ability to turn agent feedback and insights into tangible actions and improvements, driving better outcomes for customers and agents.
- Experience evolving knowledge platforms and feedback tools, with working knowledge of systems like Jira, ColdFusion, or similar knowledge management and feedback tools.
- A creative mindset with a passion for improving how knowledge is delivered and consumed, combined with a strong analytical approach to measuring impact and driving change.
We are committed to creating a level playing field and seek to create teams that are representative of our customers and the communities we serve. We'd love to hear from you if you identify with a typically under-represented group in our industry and are particularly keen to hear from women, the LGBTQ+ community and ethnic minority candidates.
Where and how you'll work
This is a permanent position based in our Nottingham office.
We have a hybrid working model, so you'll be based in our office 3 days a week on Tuesdays, Wednesdays and Thursdays, and can work from home on Monday and Friday.
Many of our associates have flexible working arrangements, and we're open to talking about an arrangement that works for you.
What's in it for you
- Bring us all this - and you'll be well rewarded with a role contributing to the roadmap of an organisation committed to transformation
- We offer high performers strong and diverse career progression, investing heavily in developing great people through our Capital One University training programmes (and appropriate external providers)
- Immediate access to our core benefits including pension scheme, bonus, generous holiday entitlement and private medical insurance - with flexible benefits available including season-ticket loans, cycle to work scheme and enhanced parental leave
- Open-plan workspaces and accessible facilities designed to inspire and support you. Our Nottingham head-office has a fully-serviced gym, subsidised restaurant, mindfulness and music rooms.
What you should know about how we recruit
We pride ourselves on hiring the best people, not the same people. Building diverse and inclusive teams is the right thing to do and the smart thing to do. We want to work with top talent: whoever you are, whatever you look like, wherever you come from. We know it's about what you do, not just what you say. That's why we make our recruitment process fair and accessible. And we offer benefits that attract people at all ages and stages.
We also partner with organisations including the Women in Finance and Race At Work Charters, Stonewall and upReach to find people from every walk of life and help them thrive with us. We have a whole host of internal networks and support groups you could be involved in, to name a few:
- REACH - Race Equality and Culture Heritage group focuses on representation, retention and engagement for associates from minority ethnic groups and allies
- OutFront - to provide LGBTQ+ support for all associates
- Mind Your Mind - signposting support and promoting positive mental wellbeing for all
- Women in Tech - promoting an inclusive environment in tech
- EmpowHER - network of female associates and allies focusing on developing future leaders, particularly for female talent in our industry
Capital One is committed to diversity in the workplace.
If you require a reasonable adjustment, please contact [email protected] All information will be kept confidential and will only be used for the purpose of applying a reasonable adjustment.
For technical support or questions about Capital One's recruiting process, please send an email to [email protected]
Capital One does not provide, endorse nor guarantee and is not liable for third-party products, services, educational tools or other information available through this site.
Capital One Financial is made up of several different entities. Please note that any position posted in Canada is for Capital One Canada, any position posted in the United Kingdom is for Capital One Europe and any position posted in the Philippines is for Capital One Philippines Service Corp. (COPSSC).
Who We Are
At Capital One, we're building a leading information-based technology company. Still founder-led by Chairman and Chief Executive Officer Richard Fairbank, Capital One is on a mission to help our customers succeed by bringing ingenuity, simplicity, and humanity to banking. We measure our efforts by the success our customers enjoy and the advocacy they exhibit. We are succeeding because they are succeeding.
Guided by our shared values, we thrive in an environment where collaboration and openness are valued. We believe that innovation is powered by perspective and that teamwork and respect for each other lead to superior results. We elevate each other and obsess about doing the right thing. Our associates serve with humility and a deep respect for their responsibility in helping our customers achieve their goals and realize their dreams. Together, we are on a quest to change banking for good.
