Customer Experience Trainer

Hi there! Thanks for stopping by 👋

Are you actively looking for a new opportunity? Or just checking the market? Well… you might just be in the right place!

As the Customer Experience Trainer, you will lead training initiatives for new hires and current team members in the Customers Organization, ensuring they are equipped with the skills and certifications needed to deliver outstanding customer experiences. 

What you’ll be responsible for: 

• Execute New Hire Training Programs: Lead onboarding training to ensure new hires in the Customers Organization, including the Implementation and Strategic Account Management teams, are fully prepared to pass role-specific certifications and begin delivering value quickly.
• Develop and Maintain Tailored Training Programs: Create both live and self-paced training modules, incorporating diverse learning methods such as online tests, role-playing exercises, and job simulations.
• Deliver Upskilling Programs: Conduct bootcamps, cohort-based and individual training to certify existing team members on updated standards and certifications, ensuring all staff are aligned with current and evolving best practices.
• Facilitate Group and Individual Training: Engage new and current team members with group sessions, workshops, and one-on-one coaching sessions, adjusting for different learning styles and needs.
• Track Training Effectiveness: Monitor training impact by measuring knowledge retention, certification success rates, and real-world application, continually refining programs for optimal results. Prepare and present monthly reports on new hire onboarding progress and other training initiatives
• Collaborate Cross-Functionally: Partner with subject matter experts, functional leaders, and other stakeholders to ensure training content is relevant and aligned with organizational goals.
• Continuously Improve Training Programs: Gather feedback and implement enhancements to training modules, keeping content fresh, engaging, and impactful for both new hires and existing team members.

What you’ll be bringing to the team:

• Proven experience in a training, coaching, or learning and development role, ideally within a Customer Experience or Customer-facing environment.
• Strong familiarity with onboarding and upskilling programs, including cohort-based and bootcamp training models.
• Experience developing and delivering various training formats, from live workshops to self-paced online courses.
• Demonstrated ability to track training effectiveness and make data-driven adjustments.
• Excellent communication skills with the ability to engage learners of all levels.

What’s in it for you?:

Come live the Lightspeed experience...

• Ability to do your job in a truly flexible environment;
• Genuine career opportunities in a company that’s creating new jobs everyday;
• Work in a team big enough for growth but lean enough to make a real impact.
• Opportunity to make a difference; help merchants grow their businesses and become more successful by creating or improving products and addressing customer feedback
• Development of very high traffic products, used at the global scale
• Opportunities to learn and expand your skill set
• Become a valued part of the diverse and inclusive Lightspeed family

... and enjoy a range of benefits that’ll keep you happy, healthy and (not) hungry:

• Lightspeed equity scheme (we are all owners)
• Flexible Paid Time Off - providing you the freedom to take time off however you like
• Private Medical Insurance and cash health plan for optical, dental and more.
• Health & Wellness Credit- expense up to 400 GBP per year towards your gym membership, yoga classes, a new bike or whatever else you do for your health
• Mental Health Support through the LifeWorks and Modern Health Apps- whether it is meditation, coaching or counseling you need - each employee gets access to this platform
• People Experience - Our PX benefit allows you to work from pretty much anywhere in the world for 60 days a year
• LinkedIn Learning: At Lightspeed we believe in having a growth mindset, we provide free access to LinkedIn learning along with your career GPS to help you learn & grow
• Time off to volunteer and give back to your community
• Transit benefit - if you travel by public transport to our London
• A variety of drinks & snacks in our offices in London

To all recruitment agencies: Lightspeed does not accept unsolicited agency resumes. If we have not directly engaged your company in writing to supply candidates for a specific vacancy, Lightspeed will not be responsible for any fees related to unsolicited resumes.

Lightspeed is a proud equal opportunity employer and we are committed to creating an inclusive and barrier-free workplace. Lightspeed welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.

Where to from here?
Obviously, this has to be mutually beneficial: we want you to step into a role you love, and we want to offer you a place you’re proud to come to every day. For a glimpse into our world check out our career page here.

Lightspeed is building communities through commerce, and we need people from all backgrounds and lived experiences to do that. We were founded in 2005, in Montreal’s gay village and our original members were all part of the LGBTQ+ community. The ethos of our business has been about inclusion from the very beginning, and we strive to provide a workplace where everyone belongs.

Who we are:
Powering the businesses that are the backbone of the global economy, Lightspeed's one-stop commerce platform helps merchants innovate to simplify, scale, and provide exceptional customer experiences. Our cloud commerce solution transforms and unifies online and physical operations, multichannel sales, expansion to new locations, global payments, financial solutions, and connection to supplier networks.