Lead, Contact Center Learning & Career Academy

Stepchange; Ledston; Hybrid; GBP 65,000 - 85,000; Full time

Job summary

Stepchange in the United Kingdom is seeking a Lead Learning & Development Partner to design and deliver a high-impact contact centre learning academy. You will work across HR, Operations and Technology to build structured learning journeys from Digital Guide to Expert Client Adviser, aligning capability with performance outcomes.

You will partner with senior leaders to identify capability gaps, create scalable learning solutions, including simulations and blended options, and drive progression

Qualifications

• Significant experience in Learning & Development, Talent or Capability roles.
• Proven operational experience within contact centre or customer service environments.
• Experience designing and implementing a learning academy or large-scale capability framework.
• Experience developing structured career pathways and job family frameworks.

Responsibilities

• Lead end-to-end design and implementation of a new contact centre learning academy.
• Develop structured learning journeys and capability frameworks to support progression.
• Design engaging blended learning experiences across digital, virtual, instructor-led and workplace learning.
• Create innovative learning solutions, including simulations, role-play and scenario-based learning.
• Partner with senior leaders to identify capability gaps and future skills requirements.
• Build structured assessment, accreditation and progression approaches to support career development.
• Lead learning initiatives using robust project management approaches with milestones and risks.
• Collaborate with HR, Operations and Technology to align learning with priorities and performance outcomes.
• Use data to evaluate learning effectiveness and drive continuous improvement.
• Champion a culture of continuous learning, progression and capability development.

Skills

Learning & Development

Talent management

Capability design

Project management

Learning technologies

Learning strategy

Change management

Tools

LMS / learning platforms

Job description

Stepchange in the United Kingdom is seeking a Lead Learning & Development Partner to design and deliver a high-impact contact centre learning academy. You will work across HR, Operations and Technology to build structured learning journeys from Digital Guide to Expert Client Adviser, aligning capability with performance outcomes.

You will partner with senior leaders to identify capability gaps, create scalable learning solutions, including simulations and blended options, and drive progression