Senior Learning Experience Manager (Facilitation)

About the role

The Senior Learning Experience Manager (Facilitation) leads the global Operations Learning Facilitation Teams, reporting to the Head of Learning for Travel Operations. The role ensures that training programmes across Travel Claims, Contact Centre, Sales and Service are aligned with business strategy and operational needs.

Key responsibilities

• Collect training needs from Operations, Recruitment, Compliance, Strategic Teams and Key Initiatives.
• Design and oversee training plans and programmes that meet business and customer objectives.
• Guide content creation, ensuring alignment with learning objectives, Line‑of‑Business targets and organisational ambition.
• Identify key skills and competencies, develop training pathways and coordinate localisation with Business Unit trainers.
• Coach, motivate and develop a global team of Training Facilitators and manage third‑party training providers.
• Support implementation and use of Learning Management Systems and other technology platforms to deliver learning and track progress.
• Plan and organise regional training sessions, handling logistics, scheduling and resource allocation.
• Monitor learning hours, training impact, and evaluation results, driving continuous improvement based on KPIs.
• Promote the Knowledge Management system to improve real‑time access to relevant materials.

Required profile

• Proven experience managing global training or learning teams, preferably in travel or contact‑centre environments.
• Strong ability to translate business strategy into effective learning pathways.
• Excellent collaboration skills with operational stakeholders, recruitment, and wider learning functions.
• Track record of coaching and developing facilitators and managing third‑party providers.

Required skills

• Learning Management System (LMS) implementation and administration
• Salesforce
• Degreed
• SharePoint

What we offer

• Opportunity to shape learning strategy for a global travel operations business.
• Leadership of a diverse, international facilitation team.
• Access to cutting‑edge learning technologies and platforms.