Maintain, update and continuously improve Customer Experience knowledge repositories, best practice libraries, FAQs and process documentation.

Develop, review and curate engaging and user-friendly Customer Experience training materials, guides and learning resources.

Conduct or support training needs assessments using performance data (NPS, CSAT, FCR, complaints ratio), stakeholder input and business insights.

Coordinate the rollout of Customer Experience training programmes in collaboration with HR Learning & Development.

Facilitate or co facilitate Customer Experience training sessions, workshops and knowledge sharing forums (physical or virtual).

Track training participation, analyse feedback and prepare reports on training effectiveness and impact.

Support measurement of learning outcomes and link these to service improvement interventions.

Partner with subject matter experts to ensure training content accuracy and alignment with evolving business priorities.

Foster a culture of knowledge sharing, customer centricity and continuous improvement