Customer Experience Trainer (German speaking, Berlin, m/f/x)

Hi there! Thanks for stopping by!

As the Customer Experience Trainer, you will lead training initiatives for new hires and current team members in the Customers Organization, ensuring they are equipped with the skills and certifications needed to deliver outstanding customer experiences.

What you’ll be responsible for:

1. Execute New Hire Training Programs: Lead onboarding training to ensure new hires in the Customers Organization, including the Implementation and Strategic Account Management teams, are fully prepared to pass role-specific certifications and begin delivering value quickly.
2. Develop and Maintain Tailored Training Programs: Create both live and self-paced training modules, incorporating diverse learning methods such as online tests, role-playing exercises, and job simulations.
3. Deliver Upskilling Programs: Conduct bootcamps, cohort-based and individual training to certify existing team members on updated standards and certifications, ensuring all staff are aligned with current and evolving best practices.
4. Facilitate Group and Individual Training: Engage new and current team members with group sessions, workshops, and one-on-one coaching sessions, adjusting for different learning styles and needs.
5. Track Training Effectiveness: Monitor training impact by measuring knowledge retention, certification success rates, and real-world application, continually refining programs for optimal results. Prepare and present monthly reports on new hire onboarding progress and other training initiatives.
6. Collaborate Cross-Functionally: Partner with subject matter experts, functional leaders, and other stakeholders to ensure training content is relevant and aligned with organizational goals.
7. Continuously Improve Training Programs: Gather feedback and implement enhancements to training modules, keeping content fresh, engaging, and impactful for both new hires and existing team members.

What you’ll be bringing to the team:

1. Proven experience in a training, coaching, or learning and development role, ideally within a Customer Experience or Customer-facing environment.
2. Strong familiarity with onboarding and upskilling programs, including cohort-based and bootcamp training models.
3. Experience developing and delivering various training formats, from live workshops to self-paced online courses.
4. Demonstrated ability to track training effectiveness and make data-driven adjustments.
5. Excellent communication skills with the ability to engage learners of all levels.

What’s in it for you?:

1. Lightspeed equity scheme (we are all owners).
2. Health & Wellness Credit - expense up to 400 EUR per year towards your gym membership, yoga classes, a new bike, or whatever else you do for your health.
3. Mental Health Support through the Modern Health App - whether it is meditation, coaching, or counseling you need - each employee gets access to this platform.
4. People Experience - Our PX benefit allows you to work from pretty much anywhere in the world for 60 days a year.
5. LinkedIn Learning: At Lightspeed, we believe in having a growth mindset; we provide free access to LinkedIn learning along with your career GPS to help you learn & grow.
6. Subsidy to annual travel pass if you travel by public transport to the Berlin office.
7. Regular breakfast or lunches, drinks & snacks in our Berlin office.

To all recruitment agencies: Lightspeed does not accept unsolicited agency resumes. If we have not directly engaged your company in writing to supply candidates for a specific vacancy, Lightspeed will not be responsible for any fees related to unsolicited resumes.

Lightspeed is a proud equal opportunity employer and we are committed to creating an inclusive and barrier-free workplace. Lightspeed welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.

Where to from here?
We want you to step into a role you love, and we want to offer you a place you’re proud to come to every day. For a glimpse into our world, check out our career page here.

Lightspeed is building communities through commerce, and we need people from all backgrounds and lived experiences to do that. Founded in 2005, in Montreal’s gay village, our ethos has been about inclusion from the very beginning, and we strive to provide a workplace where everyone belongs.

Who we are:
Powering the businesses that are the backbone of the global economy, Lightspeed's one-stop commerce platform helps merchants innovate to simplify, scale, and provide exceptional customer experiences. Our cloud commerce solution transforms and unifies online and physical operations, multichannel sales, expansion to new locations, global payments, financial solutions, and connection to supplier networks.

Founded in Montréal, Canada in 2005, Lightspeed is dual-listed on the New York Stock Exchange (NYSE: LSPD) and Toronto Stock Exchange (TSX: LSPD). With teams across North America, Europe, and Asia Pacific, the company serves retail, hospitality, and golf businesses in over 100 countries.

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