Job Description
Unijobs on behalf of our public sector client have a requirement for a Customer Experience (CX) CRM Development Analyst/Trainer to join their team. The duration of this post is 6 months initially with possible extensions thereafter. The working model is hybrid (location will be flexible depending on where in Ireland you are based). Working 35 hours per week, the successful candidate will be employed as an agency employee and will be paid an hourly rate of €29.87 per hour based on an annualised salary of €54,548. You will accrue 30 days annual leave per year and paid Bank Holidays. Purpose of Post The Customer eXperiece Development Analyst will work with the Customer eXperience General Manager's team, SAP CoE Help Desk and across the SAP CoE team as required. They will provide and deliver CRM learning to CRM analysts and users, devising content to support the CRM Helpdesk system. Working with various stakeholders, the successful candidate will develop and deliver relevant content including behavioural skills to achieve excellent customer service. This includes, defining the skill sets needed to perform different roles and ensuring the learning environment supports the Help desk needs. The successful candidate will be responsible for design, development and maintenance of associated material to provide dynamic and engaging content as part of the team responsibilities in the customer care journey. Principal Duties & Responsibilities: Provide training as required to CRM Help Desk teams and processes to the user base, both face-to-face training or on-line (virtual) via MS Teams or similar products. Create and develop training courses and module content for Help Desk teams in the SAP CoE department. (eLearning and classroom courses). Investigate eLearning opportunities to standardise and automate key learning aspects. Work with subject matter experts to create, develop and update training content (documents, videos, demos, simulations, courses etc.) on a learning management system. Design, develop and maintain an induction programme to new SAP CoE Customer eXperience starters. Work with the subject matter experts in acquiring knowledge transfer on new system developments. Evaluate the effectiveness of training programs and make improvements as needed. Work collaboratively with the SAP CoE various functions in identifying training needs & solutions. Design a range of learning interventions covering CRM and behavioural skills, including role specific training. Identify goals and desired outcomes and establish assessment standards and benchmarks to evaluate levels of success. Utilise various training methodologies and technologies to ensure effective learning experiences. Monitor learning impact and effectiveness as part of continuous service improvements. Lead and participate in ongoing service improvements and delivery opportunities. Provide and validate Help Desk analytics and reporting requirements, including attendance logs and other necessary records. Utilise digital learning materials that facilitate learners in acquiring knowledge, skills and competencies in an effective and engaging manner. Contribute to documenting and communicating changes to relevant stakeholders and customers through various mediums and channels. Act as a change agent to drive continuous improvement throughout. Be responsible for a values-based approach to education & development. Contribute and implement mechanisms to achieve and maintain quality standards. Conduct thorough research to stay updated with emerging technologies, latest industry trends and best practices. Promote an open knowledge-sharing environment that builds knowledge, skills and service for the benefit of the organisation as a whole. Foster a positive team culture and positive and engaging learning environment. Provide support for other tasks as deemed appropriate by the SAP Centre of Excellence management team. Essential Requirements A third level qualification and / or training qualification. A minimum of 3 or more years in a similar role. Demonstrate strong organisational, communication, presentation, and people skills. Sufficient experience in a strong customer focus orientated environment. Flexibility to adjust to multiple demands, shifting priorities, ambiguity and rapid change. Team player with a focus on continuous improvement. Familiarity with interactive learning activities. Excellent written & verbal communication skills demonstrating a command of the English language Additional Requirements Need to have full Driving Licence with own transport to fulfil the requirements of the role. Preferred experience working in financial services support background. Flexibility in working hours to meet the needs of the service. Unijobs is an equal opportunities employer *This position may be subject to Garda Vetting and Foreign Police Clearance, if applicable you will be required to obtain these prior to commencing in this role* Skills: CRM Trainer SAP CoE Customer eXperience CRM Development Analyst Trainer Benefits: Accrue 30 days AL per year