This role will manage global customer experience programmes to quantitatively measure the level of experience in our stores, and design training programmes and tools to enhance store performance and experience. For this purpose, the ability to interpret data and insights and communicate it in a way that drives action and engagement with Dyson Demo stores is critical. This role oversees the rollout of, amongst others, new soft skills, behavioural development and operational projects.
Role and Responsibilities:
- Manage global customer experience programmes, partnering with regional teams to drive adoption and actions from insights
- Design of programmes and tools for store operations and performance, assist in the publication and implementation of materials
- Design and deliver all soft skills and behavioural development including career development and leadership skills
- Collaborate with global training community and Dyson Demo stores, gain insight and best practices on what training tools and languages are required for the future and ensuring what exists now is fit for purpose.
- Build 2-way communication and feedback channels with all Dyson Demo stores to shape future needs and increase engagement – employee survey, learning management systems, social collaboration or communities.
- Continually introduce new ways to improve the learning experience in order to drive engagement and completion of digital learning
- Build best in class data tracking, reporting and governance with key metrics/KPI’s for all training and staffing initiatives
About You
- Bachelor’s Degree with 5+ years’ experience in training & development roles
- Experience training field sales team regionally or internationally strongly preferred
- Excellent written and verbal communication skills
- Comfortable with all presentation or training facilitation formats: small or large group, customer facing, and virtual
- Experience in coaching and developing others and facilitating soft skills would be a plus
- Passion for retail & people development
- Self-starter, good with time management & ability to prioritize and manage multiple projects and meet tight deadlines
- Collaborative team player with strong stakeholder management skills to influence across various levels of the organization
