• Shape learning strategy across large customer service initiatives
• 12-Month Secondment Opportunity
• Influence transformation through evidencebased learning design

As the Learning Initiative Lead you will translate business change into clear learning intent that enables effective adoption across Customer Service. You will own learning analysis design intent and evaluation strategy supporting designers to deliver highquality usercentred solutions. Working closely with leaders SMEs and change teams you will ensure learning is embedded as a core enabler of transformation.

This is a 12-month Secondment opportunity.

What Youll Do

• Conduct learning needs analysis across initiatives defining audiences objectives scope and priorities to inform clear learning plans.
• Translate business change into structured design intent enabling learning designers to develop effective and scalable solutions.
• Partner with senior leaders SMEs and change teams to align learning plans with initiative outcomes and delivery timelines.
• Define success measures and evaluation approaches using the Kirkpatrick model embedding measurement from the outset.
• Use evaluation insights to inform continuous improvement and support evidencebased decision making.
• Identify learning risks dependencies and capacity impacts supporting portfoliolevel prioritisation.

What Youll Bring

• Experience in learning and development with demonstrated capability in learning needs analysis and solution planning.
• Applied knowledge of adult learning principles and blended learning approaches within complex business environments.
• Experience supporting technologydriven or processled change initiatives ideally within Agile or structured delivery models.
• Strong stakeholder engagement skills with the ability to align learning outcomes to business priorities.
• Capability to define and apply learning evaluation frameworks that demonstrate behavioural and business impact.
• Welldeveloped planning and organisation skills enabling delivery across multiple concurrent initiatives.

If you require any support and adjustments to participate equitably in our recruitment process or in the workplace we encourage you to contact for a confidential conversation. To apply for this opportunity please submit your application directly via the link provided.

CICSCust Ops SupportLearning Initiative Lead -

Advertised: 17 Feb 2026 AUS Eastern Daylight Time
Applications close: 20 Feb 2026 AUS Eastern Daylight Time