Customer Experience EMEA/APAC Training Manager m/f/d

Based in Gdansk Poland, the Customer Experience (CX) Training Manager leads the design, delivery, and continuous improvement of customer experience learning programmes across multiple countries spanning Europe, Africa, Middle East, Asia and Pacific. This role manages a geographically distributed team of eLearning developers, live instruction instructors and systems support staff ensuring training solutions are engaging, scalable, measurable, and aligned with business priorities, customer experience standards, and operational performance goals.

This role reports to the Global Advanced Services Director and peers with the CX US Training Manager and other Advanced Services Managers in Europe.

• Lead the CX training strategy for a multi-country audience, aligning programmes with customer experience objectives, service quality, employee capability, and business outcomes.
• Manage, coach, and develop a distributed blended learning team covering eLearning development, instructional design, facilitation, and live instruction.
• Collaborate globally while prioritising the needs of the EMEA - APAC business and building operational synergy across groups.
• Oversee the full learning lifecycle, from needs analysis and design through delivery, evaluation, maintenance, governance, and continuous improvement.
• Set standards for learning design, facilitation quality, engagement, accessibility, localisation, and consistency across digital and instructor-led training.
• Partner with CX leaders, operations, HR, quality, product teams, and subject matter experts to identify capability gaps and convert business needs into learning solutions.
• Prioritise the training roadmap, balancing regional requirements, global consistency, resource capacity, deadlines, and stakeholder expectations.
• Ensure eLearning and live instruction are accurate, engaging, accessible, well-structured, and delivered consistently across platforms, countries, time zones, and learner groups.
• Use learning data, feedback, assessment results, quality metrics, and business indicators to measure effectiveness and recommend improvements.
• Monitor training quality, maintain course records, version control, attendance, completion data, and compliance requirements, acting as an approval gateway where needed.
• Support change initiatives with learning interventions that help teams adopt new tools, processes, products, behaviours, and customer experience standards.
• Manage vendor relationships, production timelines, resource planning, training metrics, and leadership reporting.
• Support global sales teams in promoting training seats and provide routine business briefings to improve engagement.

People Leadership

The CX Training Manager is accountable for building a high-performing, collaborative, and inclusive team across EMEA – APAC. This includes setting clear objectives, managing performance, supporting professional development, encouraging knowledge sharing, and creating common ways of working for distributed eLearning and live training teams.

Required Skills and Experience

• Proven experience leading training, learning and development, customer experience enablement, or operational capability programmes across distributed teams, countries, cultures, languages, and time zones.
• Strong understanding of adult learning, instructional design, blended learning, eLearning development, virtual delivery, and instructor-led facilitation.
• Ability to lead both creative digital learning production and consistent, high-quality live instruction.
• Strong stakeholder management, communication, coaching, planning, prioritisation, presentation, and project management skills.
• Experience using learning management systems, authoring tools, assessments, reporting dashboards, training evaluation frameworks, and data to measure impact and guide decisions.
• Customer-focused mindset with a strong understanding of how learning affects customer experience, service quality, and operational performance; additional languages are beneficial.

Desirable Qualifications

• Degree or equivalent experience in learning and development, education, instructional design, human resources, business, customer experience, or a related discipline.
• Experience with global or regional training operations, localisation, accessibility standards, and scalable learning governance.
• Knowledge of the Enterprise Access Control industry, ideally with LenelS2 systems, sufficient to make value judgement calls and give clear direction.

Success Measures

• Training programmes are delivered on time, to quality standards, and aligned with business priorities.
• Learner satisfaction, completion, assessment, and adoption measures show positive outcomes or direct effective improvements.
• Training impact is visible through improved customer experience, quality, productivity, confidence, or operational performance indicators.
• eLearning and instructor-led content remains current, consistent, accessible, and easy to maintain and access.
• The training team demonstrates strong engagement, collaboration, capability growth, and consistent ways of working across countries.
• User feedback NPS at 50 or higher on average for all deliverables.

We are an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.
Join a team recognized for leadership, innovation, and diversity.