AI-Driven Training & Knowledge Leader

The NRMA; City of Parramatta; Hybrid; AUD 120,000 - 180,000; Full time

Benefits offered by this job

Progressive flexibility

Travel discounts on SIXT car rental,\u

Complimentary My NRMA membership with\

Discounts on NRMA insurance products

Grow or relocate career within NRMA

Job summary

NRMA is seeking a Training & Knowledge Lead for its Roadside Contact Centre & Distribution team, based at Sydney Olympic Park with a hybrid model (two days in the office). You’ll lead a high‑performing group, drive capability building and knowledge management, and champion AI-driven learning across the customer service function.

You will partner with leaders to close capability gaps, modernise learning frameworks and ensure operational readiness for new systems and processes, shaping

Qualifications

• Experience leading learning, training, capability or knowledge management teams.
• Proven leadership experience with coaching and developing people.
• Strong stakeholder engagement and influencing skills.
• Experience designing, implementing and evaluating learning solutions.
• Excellent facilitation, communication and presentation skills.
• Strong planning, organisation and project management capability.
• Experience driving continuous improvement and change initiatives.
• Confidence working with digital platforms, systems and collaboration tools.
• Strong analytical and problem-solving skills.
• Exposure to AI, automation and digital enablement initiatives.
• Change management or project delivery experience.

Responsibilities

• Lead, coach and develop a high-performing team of Trainers and Knowledge Specialists and our QA team
• Partner with stakeholders to identify capability and performance improvement opportunities
• Review, enhance and modernise training content and learning frameworks
• Build coaching capability across leaders and frontline teams
• Drive onboarding, upskilling and ongoing development programs
• Oversee knowledge management and continuous improvement initiatives
• Support operational readiness for new systems, processes and projects
• Champion the use of AI, automation and digital tools to improve learning and performance
• Manage knowledge platforms and learning technologies, including Articulate 360, SharePointand any future platforms
• Use insights and data to improve capability, engagement and business outcomes

Skills

People leadership

Coaching

Stakeholder engagement

Learning design

Facilitation

Communication skills

Project management

Change management

AI & automation

Knowledge management

Learning platforms

Education

Qualifications in teaching, training, adult learning

Teaching, training or adult learning qualifications

Tools

Articulate 360

SharePoint

Job description

NRMA is seeking a Training & Knowledge Lead for its Roadside Contact Centre & Distribution team, based at Sydney Olympic Park with a hybrid model (two days in the office). You’ll lead a high‑performing group, drive capability building and knowledge management, and champion AI-driven learning across the customer service function.

You will partner with leaders to close capability gaps, modernise learning frameworks and ensure operational readiness for new systems and processes, shaping