Skills-Based Learning Transformation Lead
Location: Flexible on location visits to our Wimbledon and Nottingham based offices as and when required.
Salary: Competitive
Contract Type: 12-month fixed term contract/ secondment
We’re excited to offer a fantastic opportunity for a Skills-Based Learning Transformation Lead to join our Learning and Development team at Domestic & General.
This role will lead the transition towards a skills-based organisation, starting with the complaints function as a priority area. The successful candidate will identify current skills, establish a baseline, and define the future skills framework required to support organisational transformation.
They will design and deliver learning solutions aligned to this strategy, ensuring compliance with regulatory requirements and leveraging best practices in skills-based learning.
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Key Responsibilities:
Skills Strategy & Analysis
• Conduct skills audits and baseline assessments across the organisation.
• Develop a future skills framework and roadmap aligned to business priorities.
• Partner with HR and business leaders to embed skills-based principles.
Complaints Transformation
• Collaborate with complaints leadership to identify critical skills for transformation.
• Design and deliver targeted learning interventions to close skills gaps.
Learning Design & Delivery
• Create and implement learning solutions using modern methodologies (blended, digital, experiential).
• Ensure alignment with regulatory standards and organisational policies.
• Monitor and evaluate learning impact using data-driven insights.
Stakeholder Engagement
• Influence senior leaders and operational teams to adopt skills-based approaches.
• Communicate progress and outcomes effectively to stakeholders. Lead /co-lead the apprenticeships and/or Education Support offering to across the business.
Skills and experience required:
Proven experience in skills-based learning design and delivery.
End-to-end knowledge of the learning lifecycle and tools (LMS, LXP, analytics).
Strong understanding of regulated business environments.
Experience in change management and transformation projects.
Previous working in a contact centre operation with knowledge of complaints handling and customer service experience.
Capable of influencing stakeholders on learning transformational strategic decision making
We offer lots of great benefits! Some of which include:
Competitive salary and annual discretionary bonus
25 days annual leave plus bank/public holidays, as well as an annual option to buy up to 5 additional days of annual leave
Training opportunities as well as clearly defined career progression
Health cash plan – employer funded cover to enable you to claim money back on essential healthcare costs, including dental, optical, physiotherapy and many more. Cover also includes unlimited access to a 24/7 virtual GP service
Attractive company pension scheme
Life assurance – employer funded cover of 4x basic salary
Dedicated online benefit portal offering access to saving and lending facilities, financial wellbeing and support services:
Salary Finance – access to savings and borrowing through payroll
Car Leasing – access to a carbon neutral salary sacrifice car leasing scheme, with an all-inclusive monthly cost covering all charge, taxes, insurance, repairs and maintenance on a range of brand-new vehicles
Travel Loans – interest free loans to help spread the cost of annual travel tickets
Cycle to Work – tax efficient bike and cycling equipment worth up to £1,000
Health & Wellbeing – discounted gym membership, online virtual workout sessions, online culinary classes
OnHand – Giving you the opportunity to be an Eco & Social volunteer via a handy app. Volunteer individually or in groups to get involved in Youth Mentoring, Food Poverty, Homelessness & Elderly help.
Employee Assistance Programme – specialist advice and support on issues such as finance, relationships, illness and family issues
Free Domestic & General protection plan – one free plan each year with access to discounted rates of up to 50% on additional plans, including referrals for family and friends
Employee discounts – with a range of discounts for 100s of online and high street retailers
Domestic & General are an equal opportunities employer which means we treat people fairly. We welcome applications from all suitably skilled persons regardless of their gender, age, race, disability, ethnic background, religion/belief, sexual orientation, gender reassignment or marital/family status.
Please note that we have a thorough referencing process, which includes criminal record checks.
At Domestic & General, we are proud of our 100-year legacy and excited about our future growth plans. We are expanding our horizons, entering new markets and territories internationally and we need your expertise to help us on the journey.
