Senior Learning & Development Coach, Customer Experience

Neo Financial; Calgary; On-site; CAD 80,000 - 100,000; Full time

Job summary

Neo Financial is seeking a Senior Learning & Development Coach for its Customer Experience team. This role involves designing and delivering training programs focused on contact centre best practices, ensuring team members excel in their roles. The ideal candidate will have a strong background in coaching and instructional design, with a proven track record in a contact centre environment. Join a fast-growing fintech company dedicated to building a rewarding financial future for all Canadians.

Benefits

Equity through stock options

Qualifications

• Minimum of 5 years experience in a contact centre environment.
• Strong understanding of adult learning principles and instructional design methodologies.

Responsibilities

• Conduct needs assessments to identify training gaps.
• Design and develop engaging training materials.
• Evaluate the effectiveness of training programs.

Skills

Coaching

Communication

Project Management

Analytical Skills

Problem Solving

Tools

Learning Management Systems

E-learning Development Tools

Job description

Join us to apply for the Senior Learning & Development Coach, Customer Experience role at Neo Financial

Join us to build a more rewarding financial future for all Canadians

At Neo, we’re on a mission to build a more rewarding financial future for all Canadians. Life at a rapidly expanding tech startup isn’t for everyone. It’s complex, fast-paced, high-pressure, but also incredibly fulfilling. Since its founding in 2019, Neo has gained incredible traction and is one of the fastest-growing fintech companies in Canada.

• #1 Fastest Growing Company in Canada for 2024 by Globe & Mail
• Deloitte’s Fast 50 in Canada Winner for 2023 and 2024
• LinkedIn’s Top Startup in Canada for 2022 and 2023
• Top-ranked mobile apps and credit cards
• Team of 700+ people
• 1M+ customers
• 10K+ retail partners

The Role

We are looking for a Senior Learning & Development Coach to join our Customer Experience team. You'll collaborate with fellow high-performing contributors with dynamic backgrounds to develop and execute strategies that will drive Neo's growth. Our Customer Experience team is dedicated to providing exceptional service and support to our customers. The Senior Learning & Development Coach will play a key role in ensuring our team members have the knowledge and skills necessary to excel in their roles. This role will focus on designing, developing, and delivering training programs, with a strong emphasis on contact centre best practices. The Senior Learning & Development Coach is expected to operate with a high degree of autonomy and influence, driving significant improvements in learning outcomes and business performance.

What You'll Be Doing

• Conduct needs assessments to identify training gaps and develop learning objectives, with a focus on strategic alignment with business goals.
• Design and develop engaging training materials, including e-learning modules, presentations, and job aids, in partnership with our Knowledge & Learning team, with a focus on contact centre operations and incorporating advanced learning methodologies.
• Deliver training programs through various modalities, including in-person workshops, virtual sessions, and on-the-job coaching, and mentor other trainers.
• Evaluate the effectiveness of training programs using advanced metrics and analytics, and make recommendations for improvement to senior leadership.
• Stay up-to-date on industry best practices in learning and development, particularly in the contact centre space, and champion innovative training solutions.
• Collaborate with subject matter experts and senior leaders to ensure training content is accurate, up-to-date, and aligned with organizational objectives.
• Partner with our Knowledge & Learning team to manage the learning management system (LMS), ensure training records are accurate, and optimize the LMS for enhanced user experience.
• Support the ongoing development and improvement of our customer service training programs, and provide guidance and mentorship to other team members.
• Lead projects to implement new training initiatives and technologies.
• Develop and maintain a training curriculum and strategy.

Who We Are Looking For

• Be a coach; Deliver live, in-the-moment coaching to sales and customer-facing team members (calls, meetings, role-plays)
• Strong understanding of adult learning principles and instructional design methodologies.
• Commercial curiosity; ability to connect customer problems to business opportunities and teach others to do the same.
• Proven experience in designing and delivering training programs, with a minimum of 5 years of experience in a contact centre environment.
• Equip front-line leaders with the tools and frameworks to coach their own teams, creating a multiplier effect.
• Exceptional attention to detail and a focus on process rigor.
• Excellent communication, presentation, and interpersonal skills, with the ability to influence and persuade stakeholders at all levels.
• Ability to work well under pressure in a demanding environment.
• Ability to thrive and adapt in rapidly changing landscapes with high levels of autonomy and ambiguity.
• Strong project management skills, with the ability to manage multiple initiatives simultaneously. Previous experience working at a startup is considered an asset.
• Proficiency in e-learning development tools (e.g., IZI, Smart Courses) and learning management systems (LMS).
• Knowledge of contact centre metrics and key performance indicators (KPIs).
• Experience in developing and implementing training strategies.
• Strong analytical and problem-solving skills.

Working At Neo

The people who thrive at Neo are resourceful, growth-oriented, and driven to win. We hold ourselves to high standards because we’re on a mission that matters: to build a more rewarding financial future for all Canadians. As individuals and as a team, we constantly challenge ourselves and each other to do our best work for our customers. Our commitment to customer success drives everything we do, from building intuitive products to providing exceptional support at every step of their journey. If this resonates with you, keep reading.

We trust, respect, and support each other. This means honest conversations, constructive input, and continuous support. You’ll be surrounded by people who push you to be your best. We primarily collaborate in person across our Calgary, Winnipeg, and Toronto offices. As we evolve rapidly, we’re looking for change-makers who thrive on challenge—people who would rather blaze a trail through uncertainty than follow a well-paved path.

All team members have a stake in Neo’s success and earn meaningful equity through stock options. This ownership mindset is at the heart of everything we do — when Neo grows, we all grow. If you’ve heard that Neo employees work hard, it’s true. We hold ourselves accountable for delivering on our commitments to our customers, partners, and each other. Working at Neo means taking ownership of your work and driving results, knowing that your contributions directly impact the company’s success.

Apply With Us

We believe in equal opportunity and are committed to creating an inclusive climate where everyone can thrive. Customers trust us with their finances, so successful candidates for this position will be required to undergo a security screening, including a criminal records check and a credit check.

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