SAP CoE Customer eXperience Learning and Development Analyst in Ireland, Scotland at Jobgether

This position is posted by Jobgether on behalf of a partner company. We are currently looking for a SAP CoE Customer eXperience Learning and Development Analyst in Ireland.

This role sits within a customer experience center of excellence focused on strengthening the capabilities of frontline support teams through structured learning and development initiatives. You will play a key role in designing, delivering, and maintaining training programs that enable Help Desk staff to provide consistent, high-quality customer service. Working closely with cross-functional stakeholders, you will translate operational knowledge into clear, engaging, and accessible learning materials. The environment is collaborative and service-oriented, requiring close alignment with technical, operational, and customer experience teams. You will contribute to shaping onboarding journeys, refresher training, and competency frameworks that directly impact service quality and user satisfaction. This is a hands-on learning and development role where instructional design, facilitation, and continuous improvement come together to build a stronger support organization.

• Collaborate with Customer Experience, Help Desk, and SAP CoE stakeholders to identify learning needs and develop targeted training solutions.
• Design and deliver structured onboarding and induction programs for L1 Help Desk staff, ensuring alignment with service standards and operational processes.
• Create, maintain, and enhance engaging learning content, including digital modules using tools such as Articulate 360, to support blended learning approaches.
• Deliver training sessions in both individual and group settings, adapting delivery methods to different learning styles and experience levels.
• Develop refresher training programs to reinforce knowledge, close performance gaps, and support continuous improvement.
• Define and document role-based competencies and learning pathways for Help Desk teams.
• Ensure training content remains accurate, up to date, and aligned with evolving systems, processes, and policies.
• Evaluate training effectiveness using feedback, performance metrics, and quality data to continuously improve learning outcomes.

• Proven experience in learning and development, training delivery, or instructional design within a help desk, service desk, or customer service environment.
• Strong ability to design and maintain structured training programs, including onboarding and ongoing learning materials.
• Experience using e-learning authoring tools such as Articulate 360 or similar platforms.
• Ability to deliver training effectively in both one-to-one and group environments with adaptability to diverse learner needs.
• Strong understanding of customer service principles and behavioral competencies required for high-quality service delivery.
• Ability to translate technical or process-heavy information into clear, user-friendly learning content.
• Excellent communication and stakeholder engagement skills, both written and verbal in English.
• Strong organizational skills with the ability to manage multiple priorities in a dynamic environment.
• Flexibility to travel as required and adapt working hours based on service needs; full driving licence and own transport required.

• 12-month contract with a dynamic and evolving customer experience environment.
• Remote-based role within Ireland with occasional travel requirements.
• Opportunity to shape learning frameworks and influence service quality at scale.
• Exposure to SAP CoE and enterprise-level operational environments.
• Collaborative and cross-functional working culture.
• Professional development opportunities within ICT and service transformation programs.
• Inclusive workplace with equal opportunity employment practices.