Trainer

About the role This role is responsible for designing and delivering high‑quality learning solutions to support the Capability and Quality Lead in building sustainable operational capability. The role applies established adult learning methodologies to ensure learning is practical, engaging, and effective, and is informed by performance data, learner needs, and business priorities. It contributes to the development of technical and behavioural capability across the team through the structured design and delivery of learning interventions, including new starter inductions, technical onboarding, cross‑skilling, upskilling, and training to support project and operational requirements. The role plays a key part in the end‑to‑end capability cycle, including needs analysis, learning design, facilitation, and evaluation. It identifies capability gaps through data and stakeholder insights, refines learning solutions accordingly, and supports the continuous improvement of training to enhance learning effectiveness and drive performance outcomes. About you You bring a strong understanding of the insurance or financial services industry, combining experience in regulated environments with the ability to align capability initiatives to both business objectives and compliance requirements. With experience in training or capability roles, you’re confident applying structured learning frameworks and adult learning principles to design engaging, practical learning experiences that resonate with diverse audiences. You have delivered structured training and induction programmes, ensuring employees are equipped with the knowledge and skills needed to succeed, while also developing digital learning materials that are scalable, accessible, and effective in driving capability uplift. Qualifications Experience with learning authoring tools (such as Kando, Canva, and Articulate 360). Experience using learning management systems (LMS). Relevant qualification or certification in adult learning, instructional design, or other learning methodologies. Demonstrated capability in instructional design and understanding of adult learning principles and theory. Advanced use of contact centre technology and CRM platforms for training and reporting. Experience delivering LEAP or other customer service methodology or framework (desired). Experience working in a contact centre environment (desired). Proven analytical, data and reporting skills (desired). Benefits Free health, life, income protection insurance + discounts for family members. Hybrid work environment: work from home and the Christchurch or Auckland office. Supportive and dedicated team where you can develop and enhance your career. Generous leave policy including 22 days annual leave, cultural leave, 18 weeks fully paid parental leave for all parents. Short‑term incentive programmes. Diversity, equity and inclusion We embrace an inclusive working environment. We are LGBTQIA+, disability and neurodiverse inclusive, and welcome people from diverse backgrounds aiming to create a work environment where employee differences such as age, culture, nationality, accessibility, and education are valued to reflect the diversity of the communities in which we operate. Our hybrid working model provides our employees with the flexibility to work from one of our office Hubs and from home based on what works best for them and their team. EEO statement All your information will be kept confidential according to EEO guidelines. Successful applicants will be required to complete a background check (including criminal history check) prior to commencement of employment. #J-18808-Ljbffr