Customer Success Learning Architect

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

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.