Trainer - Customer Experience

IG Group; Kraków; Hybrid; PLN 90,000 - 140,000; Full time

Benefits offered by this job

Hybrid work

Life insurance

Medical insurance for you and your fam

Rewards platform points

Birthday off

Volunteer days

Office lunch

LinkedIn Learning

Annual parties

Job summary

IG Group is seeking a proactive Trainer to empower our Customer Experience teams in Kraków. You will design and deliver training on products, processes and soft skills, while shaping onboarding for new joiners and driving upskilling initiatives.

You’ll work with cutting-edge AI tools and LMS platforms to ensure effective learning, collaborate with stakeholders across units, and manage schedules across time zones to maximise impact.

Qualifications

• Proven experience delivering training or similar.
• Experience with AI-enabled learning and knowledge management platforms (Sana, Docebo, LearnUpon, ServiceNow KM, or similar).
• Excellent interpersonal and communication skills.
• A continuous improvement mindset with high attention to detail.
• Strong organisation and time-management skills.
• The ability to work independently and keep stakeholders updated.
• Flexibility to accommodate different time zones and learning styles.

Responsibilities

• Onboard CX new joiners with revamped onboarding programmes.
• Deliver live training sessions and assessments during onboarding.
• Serve as the first point of contact for CX new joiners.
• Act as SME for onboarding topics and collaborate to create e-learning.
• Develop upskilling pathways for CX teams.
• Deliver Advanced Product Test (APT) training and oversee Trade Execution Test (TET) batches.
• Create engaging e-learning for product launches and regulatory refreshers.
• Scope new training needs with stakeholders.
• Work with WFM, Config and QA to develop feedback loops and conduct TNA.
• Manage LMS and related admin.

Skills

Training delivery

AI-enabled learning

LMS administration

Communication skills

Time management

Stakeholder management

Tools

Sana

Docebo

LearnUpon

ServiceNow KM

Job description

Job TitleTrainer - Customer ExperienceJob DescriptionCompensation details will be shared by the recruiter during the first interview .So, who are we?IG Group is a FTSE 100 fintech operating across five continents, serving over 1.3m customers and handling billions of dollars in transactions – built on scale, trust, and proof. We didn't pivot to innovation; it's how we've always operated. What that means for the people who work here is real: genuinely complex problems to solve, the technology and resources to tackle them properly, and the kind of scope that's rare in established businesses.The bar is high – bring a curious and forward-thinking mindset and we'll give you the platform to define what comes next.Join us at IG – the future gets built here .Your teamYou’ll join the Learning, Training and Knowledge Management team within Customer Experience (CX) and work closely with stakeholders across other operational teams.Your role in the Team's SuccessAs a Trainer, you’ll help develop the talent across our CX teams. You’ll deliver product, process and soft-skills training to colleagues at every stage of their journey with us.You’ll be the first point of contact for every new joiner in CX. Reporting to the Manager of L&D, you’ll also help shape how our people learn and grow using cutting-edge AI tooling and human judgement.What you’ll doCX OnboardingDeliver a new and revamped New Joiner Onboarding programme alongside the learning designers to reflect a quicker, more efficient onboarding.Deliver live training sessions and assessments throughout onboarding.Serve as the first point of contact for all CX new joiners.Act as the SME for all onboarding topics and collaborate with the designers to create e-learning.Upskilling PathwaysHelp the content designers develop upskilling pathways for CX teams.Deliver Advanced Product Test (APT) training and assessments and oversee the Trade Execution Test (TET) batches.Deliver engaging e-learning for product launches and regulatory refreshers.Stakeholder ManagementScope new training needs in collaboration with stakeholders.Work with WFM, Config and QA teams to develop and maintain training feedback loops and conduct TNA thereafter.Manage the learning management system (LMS) and related admin.What you’ll needProven experience delivering training or similar.Experience with AI-enabled learning and knowledge management platforms (Sana, Docebo, LearnUpon, ServiceNow KM, or similar).Excellent interpersonal and communication skills. A continuous improvement mindset with high attention to detail.Confidence engaging audiences of differing experience and seniority.Strong organisation and time-management skills.The ability to work independently and keep stakeholders updated.Flexibility to accommodate different time zones and learning styles.DesirableBackground in financial services, fintech, or trading environments.Familiarity with regulatory training requirements in financial markets.The PerksIt really is more than a job. We think like a start-up, but we deliver like a FTSE 100 — so the bar is high, and we won't pretend otherwise. We work hybrid, which means three days in the office. We’ll recognise your talent and make sure that you can still have a life – at work, and outside of it. Networks, committees, awards, sports and social clubs, mentorships, volunteering opportunities, extra time off… the list goes on.Competitive salaryPerformance related bonusLife insuranceMedical insurance for you and your familiesEarn points on our benefits platform and spend them your way, on shop vouchers or a multisport gym cardAn additional day off to celebrate your birthday, and 2 additional days off a year for volunteeringShare plans for employees to joinLunch on us in the office (once per week)Employee assistance programAccess to LinkedIn Learning Platform to support your personal developmentHoliday getaway allowance (“wczasy pod grusza”)Annual parties & social eventsNumber of openings1