Capability Development Lead - Customer

Job content

At YBS, we’re here to do what’s right. Not just for our members who use our savings and mortgage products. But for our communities, our society, and our world. And it all begins with our people. We’ve created the kind of workplace where you can make a difference. It’s somewhere you can put purpose ahead of profit. Where you can balance commerciality with conscience. Where you can focus on growing, developing, learning, and progressing. Where you can be your best. And where you can do the right thing - for you, your career, and your future.

We also encourage flexible working, so please get in touch if you’d like to discuss flexible or reduced working hours. Our Learning team are currently working from home, so you’ll start your journey at YBS working from home with occasional travel to our Leeds office. It’s likely, on a longer term basis, that you may have an office base of Leeds, Bradford or Peterborough with a working week that involves a combination of days working from home and any of the 3 YBS main office sites.

We are in the throes of transforming our learning operating model and moving from a decentralised model to a more centrally influenced learning network. We have a clear business strategy which recognises the changing needs of our members and potential customers. We have an ambitious roadmap that we are driving and delivering, and we need our colleagues to have the right set of capabilities to succeed. The business strategy has informed our learning priorities and reshaped the roles we need to implement a reimagined world of learning, one which seeks to make sure YBS always has the capabilities it needs and our colleagues have opportunity to continually learn and stay relevant.

We therefore have several roles we are seeking to fill.

About the role

We are introducing a new role, Capability Development Lead, to our learning structure which will focus on the development of critical capabilities across YBS. We will have 3 of these Capability Development Lead (CDL) roles each focused on a specific arena - Leadership and Performance, Customer-related Service delivery and Information Technology & Transformation.

Each Lead will dedicate their time to understanding the capabilities needed in their area of focus, and appropriately design, build and deploy solutions that enable our colleagues to learn, grow and stay relevant. The CDLs will collaborate to build strength across YBS, each bringing a level of expertise and focus to deliver a comprehensive and impactful learning and development offering.

We are seeking to fill the Capability Development Lead – Customer role. The role will partner with the business to diagnose learning requirements and identify best possible strategies and approaches to address gaps. They will design, or work with others to design, solutions that are blended and appropriate for the learner audience and follow these through to measure their impact. You will keep close to the short, mid and long-term plans of our business that have the potential to impact colleague capability requirements. You will ensure our learning offering related to customer service is well considered and is connected across the business so our customer experience is one of consistency and quality.

You will support leaders in prioritising where our learning and development attention needs to be directed. This will involve scoping out learning needs, project planning the design and deployment of solutions and obtaining and agreeing budget for necessary learning related spend.

The CDL for Customer is supported by 2 Learning Partners, one with a focus on our Retail Distribution business area and the other on our Customer Services business area.

Your role will be varied each day; you could be engaged in strategic conversations about our future direction and how this might impact colleagues’ capabilities; you could be consulting with colleagues to understand the implications of a new digital app that is in development; you could be designing a colleague engagement and upskilling programme; you could be facilitating a learning prioritization discussion; you could be coaching your direct reports; you could be analysing trends in data and drawing insights to inform decisions. For sure, you will be continually reaching for better, being clued up with what is going on in the world of learning related to customer service delivery and helping YBS make use of these outsights.

You will have access to others to support you in your delivery. This will include the wider Leadership and Development team where we have specialists in learning solution design and digital learning. It will also include colleagues across the People Division and also our business units. You may also work with 3rd parties from time-to-time to complement our capabilities.

What we’re looking for

You will be recognised as a subject matter expert for the customer service environments and the colleague capability requirements. You are likely to have operated in roles where you directly interacted with our members and customers. You will have experience of developing capabilities in others through the design and delivery of impactful learning solutions. Your experience will extend beyond the traditional classroom solutions to much more modern, digital and social learning solutions available to us today.

You will have a strong consultative approach and experience of enabling change. You will have proven success at diagnosing root causes to problems, using a variety of data points to identify and design solutions to address. You will have excellent facilitation skills, and you will use an effective balance of coaching support and challenge to achieve results. You will demonstrate you care about others and you also say it straight in equal measures.

You will have excellent team leadership skills, making it a mission to enable the highest of performance from your team members.

You will have demonstrated your ability to design practical and impactful colleague learning solutions by understanding what it takes to be able to deliver the desired customer experience.

You will love using your initiative and also collaborating with others in pursuit of learning success. You will thrive on finding the best way to deliver desired outcomes at pace.

You will have strong project management, planning and delivery skills and be resourceful in how you make things happen.

At heart, you will be a self-directed learner who just loves applying your learning. You get a kick from inspiring others to be the same.

What’s in it for you

In return, we’ll reward you with a competitive salary and an annual bonus scheme, not to mention a wide range of flexible benefits that you can take advantage of in and out of work. Then there’s our commitment to you and your career. We’re an exciting business, which means we offer lots of exciting career paths too.

And finally, you’ll be able to make the most of an incredibly diverse and inclusive culture. And it’s one we’re really proud of. In fact we’re passionate about making sure everyone is welcome - and we don’t think it will take long for you to feel like you belong here too.

So….

If you’ve got a solid background in Retail or Customer Services environments with experience of learning design and delivery and you want to continue to develop your career in an empowering, respectful and supporting business then why not join us?

Our people are our heart and soul; we’re commercial and caring, big enough to offer you a challenge and small enough for you to make a real impact. We’re devoted to putting people first and doing the right thing by providing real help with real life.

We’d love to hear from you so why not apply today.

Any questions please contact Tazafia Mahmood via email at recruitment@ybs.co.uk