Capability Lead — Customer Success & Onboarding

Aotearoa New Zealand Association of Social Workers; Howick; On-site; NZD 90,000 - 120,000; Full time

Job summary

WM New Zealand is seeking a practical, people‑focussed Capability Lead to shape learning across Customer Success and aligned teams. You will turn complex operational information into learnings that drive faster onboarding and ongoing growth.

Reporting to the Head of Customer Success, you’ll own end‑to‑end learning and capability within a busy contact centre, collaborating with frontline teams, leaders and project groups to deliver practical solutions and measurable improvement.

Qualifications

• Experience in instructional design, workplace learning or training delivery.
• Experience developing onboarding programmes, competency frameworks or structured development pathways.
• Strong facilitation, coaching and stakeholder engagement skills.
• Ability to simplify complex operational information and create practical assessments and resources.
• Experience in customer service or contact centre is advantageous.
• Experience moving between strategy and hands-on delivery.

Responsibilities

• Lead onboarding and capability pathways for new and existing staff.
• Develop practical learning solutions including blended formats and assessments.
• Build leadership capability and provide coaching tools to Team Leaders.
• Drive change, continuous improvement and measure learning impact.
• Collaborate with stakeholders to keep learning materials accurate and accessible.

Skills

Instructional design

Workplace learning

Capability development

Onboarding programs

Facilitation

Stakeholder engagement

Communication

Education

Adult learning qualification

Tools

Learning Management System

Job description

WM New Zealand is seeking a practical, people‑focussed Capability Lead to shape learning across Customer Success and aligned teams. You will turn complex operational information into learnings that drive faster onboarding and ongoing growth.

Reporting to the Head of Customer Success, you’ll own end‑to‑end learning and capability within a busy contact centre, collaborating with frontline teams, leaders and project groups to deliver practical solutions and measurable improvement.