You'll Thrive in This Role If You Enjoy being on-site and on the road and draw energy from being close to the action. Prefer hands-on involvement over briefing from a distance. Instinctively ask "show me how you actually do it" before reaching for a model. Connect easily with stakeholders at every level, from regional managers to frontline technicians. Have a strong ability to turn operational complexity into simple, usable learning. Treat SMEs as partners and value the experience they bring. Measure success by what improves in the field and the difference it makes for teams and customers. Role description: This is a national role that reports to the Head of L&D and works closely with Operations and the National Support Office. This role will explore the real work to identify where capability and performance gaps exist - running operational discovery, mapping workflows, and defining the learning needs that come out of those gaps. The role calls for both creative and analytical thinking to shape practical learning concepts that lift operational performance and build capability at regional and national levels. From there, you will bring those concepts to life through engaging facilitation and solid change management, so new ways of working take hold and deliver measurable impact. What you'll do:Operational Exploration and Scoping Spend time in the operational environment to map workflows and identify the capability gaps and behavioural challenges that affect performance. Bring data and discovery insights together to confirm observations and identify the priority skill and capability gaps. Partner with SMEs to surface ideas and shape learning concepts and content. Learning Concept Co-Creation Co-create learning concepts with SMEs, leaders, and operational teams. Work within the client's L&D guidelines and processes to maintain a structured and consistent approach to learning concept design. Run hands-on workshops that build shared understanding and ownership. Lead simplification sessions with SMEs to unpack complex content into clear concepts that can be developed into learning. Develop credible, working relationships with Operations and the National Support Office to drive collective ownership and alignment. Design of Fit-for-Purpose Learning Solutions Develop practical, user-friendly learning concepts and frameworks grounded in operational observation and workflow mapping. Work within the L&D structure to shape concepts into national and regional learning programmes. Ensure learning solutions strengthen operational performance and improve the customer experience. Training Delivery, Enablement and Change Support Deliver learning through the channels that fit the audience best, in line with goals and budget. Integrate change management practices on the ground to support behaviour change and embed new ways of working. Provide a meaningful learner experience that engages people across all formats. Continuous Improvement and Impact Assessment Engage with the operational areas where learning has been implemented to observe application and gather feedback from learners, leaders, and teams. Assess practical application, performance impact, and customer experience outcomes using a combination of observation, feedback, and data. Keep learning solutions current and relevant as processes, technology, products, and customer expectations change. Key Outputs Validated operational insights drawn from observing how work is done, testing assumptions with operational teams, and analysing supporting data. Workflow and customer journey maps developed through hands-on engagement with systems, teams, and processes. Fit-for-purpose learning solutions, frameworks, and reusable resources that translate operational complexity into simple, scalable learning that teams can apply immediately. Input into the development of practical learning materials across multiple formats including facilitated sessions, e-learning, blended modules, and job aids alongside the broader L&D team. Requirements: A degree in Business Systems Analysis or Process Engineering. 10+ years of work experience, including time in a learning capacity (designing, or delivering learning). Proven experience working within an operational environment is essential. Solid grounding in how adults learn in the workplace and how to design learning that sticks. Comfortable looking into operational systems, processes, and tools to understand how they work end-to-end. Skilled in process mapping and operational improvement. Strong stakeholder engagement - credible with frontline technicians, regional managers, and national leadership alike. Comfortable with ambiguity and fast-moving environments. A driver's licence and willingness to travel - this role is on the road regularly. Beneficial: Experience in telecoms, ISP, fibre, or similar operational industries. What we offer: Exposure to a dynamic workplace A chance to grow your skills through our internal academy A friendly, team-driven environment Group Risk Benefits Medical Benefits Health and Lifestyle Programmes Please note only candidates that meet the minimum requirements will be considered. Please follow our website and social media channels to be the first to know when our clients have new vacancies!