Capability Lead - Customer Success

CGR Services; Auckland; On-site; NZD 110,000 - 170,000; Full time

Job summary

CGR Services in Auckland, New Zealand, seeks a practical Capability Lead to shape learning and onboarding across Customer Success teams. You will transform complex operational information into learnable content, enabling new starters to perform independently and existing staff to grow.

Reporting to the Head of Customer Success, you will design end-to-end learning and capability programs, build competency frameworks, and partner with leaders to close capability gaps.

Qualifications

• Experience in instructional design, workplace learning, capability development or training delivery.
• Experience developing onboarding programmes, competency frameworks or structured development pathways.
• Strong facilitation, coaching and stakeholder engagement skills.
• The ability to simplify complex operational information and create practical assessments and resources.
• Strong communication, planning and organisation skills, with confidence working in a fast-paced environment.
• Experience in customer service or a contact centre, business transformation, system implementation, digital learning tools or a relevant adult learning qualification would be an advantage.

Responsibilities

• Lead onboarding and capability pathways to move new starters from day one to confident, independent performance.
• Design and improve onboarding and learning pathways with competency frameworks and clear development progress.
• Turn complex processes into blended learning content including facilitated sessions, digital content, coaching and practice.
• Collaborate with leaders to identify capability gaps and performance opportunities and provide practical tools for assessment and feedback.
• Measure learning impact and continuously improve materials to keep them accurate and accessible.

Skills

Instructional design

Learning & development

Facilitation

Stakeholder engagement

Coaching

Education

Adult learning qualification

Tools

Learning management systems

Content authoring

Job description

Help our people build the confidence to succeed from day one.

We are looking for a practical, people-focused Capability Lead to shape learning, onboarding and development across Customer Success and aligned teams. You will turn complex operational information into learning people can understand and apply, helping new starters reach independent performance sooner and existing team members keep growing.

Reporting to the Head of Customer Success, you will own the end-to-end approach to learning and capability within the contact centre environment. Working with frontline teams, leaders, subject matter experts and project teams, you will build practical solutions and help people confidently adopt new systems, products, services and ways of working.

Key responsibilities

Lead onboarding and capability pathways

• Design and improve onboarding and learning pathways that take people from day one to confident, independent performance.
• Build competency frameworks, assessments and clear development pathways that show progress and readiness.

Practical learning solutions

• Turn complex processes into clear blended learning, including facilitated sessions, digital content, coaching and supported practice.
• Create practical guides, job aids and assessments, using real scenarios, feedback and performance insights to improve learning.

Leader capability

• Deliver engaging learning and partner with leaders to identify capability gaps and performance opportunities.
• Coach Team Leaders and equip them with practical tools to assess capability, provide useful feedback and support development.
• Change and continuous improvement.
• Assess the learning impact of business change and develop support that helps new practices stick.
• Gather feedback, remove barriers and keep learning materials accurate, accessible and effective.

Qualifications

What you’ll need

You understand that capability is built through practice, coaching, feedback and experience, not training alone. You are comfortable moving between strategy and hands‑on delivery.

• Experience in instructional design, workplace learning, capability development or training delivery.
• Experience developing onboarding programmes, competency frameworks or structured development pathways.
• Strong facilitation, coaching and stakeholder engagement skills.
• The ability to simplify complex operational information and create practical assessments and resources.
• Strong communication, planning and organisation skills, with confidence working in a fast-paced environment.
• Experience in customer service or a contact centre, business transformation, system implementation, digital learning tools or a relevant adult learning qualification would be an advantage.

You will have the opportunity to influence how our people learn, develop and succeed while working alongside teams committed to continuous improvement, strong performance and better customer experiences.

If you enjoy making learning practical, building confidence in others and seeing capability translate into stronger performance, we would love to hear from you.

Additional Information

WM New Zealand is an equal opportunity employer and is committed to a drug and alcohol-free workplace.

You must currently be in New Zealand and hold the legal right to work here through citizenship, residency or a valid work visa.

Capability Lead - Customer Success • Auckland, Auckland, New Zealand