Trainer, Kraken Customer Operations
Job Purpose
Trainers play a critical role in ensuring adoption of the Kraken platform and delivering a best-in-class customer experience. This role is responsible for designing and facilitating training programs that build technical platform proficiency and the behavioral capabilities required to drive accountability, ownership, first call resolution, and high customer satisfaction. Trainers will deliver end-user training across Customer Operations and support ongoing capability building in a Skills Academy as processes, systems, and customer needs evolve.
Key Accountabilities
Training Delivery, Content Creation & Maintenance, & Facilitation
Develop engaging, learner centered training sessions on the Kraken platform, including system navigation, workflows, and role specific tasks.
Facilitate behavioral and customer experience training that supports frontline performance expectations.
Deliver engaging, clear, and simplified learning experiences through strong facilitation, hands-on coaching, and a customer-centric approach that supports learner success.
Provide input and observations to improve training materials based on learner feedback and field insights.
Ensure training content evolves alongside platform enhancements, releases, and operating model changes.
Promote and embed best practices to ensure compliance with policies, procedures, and regulatory requirements.
Partner cross-functionally to continuously improve training, providing actionable feedback and maintaining a high level of detail, accuracy, collaboration, and sound judgement.
Skills Academy Development
Support the execution of Skills Academy learning pathways across customer functions, including but not limited to complex billing, collections, complaints, and distributed generation.
Develop structured learning pathways, curricula, and certification models for specialized roles.
Partner with subject matter experts to create high-quality, scalable learning content.
Change Enablement & Communications
Partner with leaders and stakeholders to align training modules to key milestones in the change journey and new operating model rollout.
Reinforce desired behaviors, mindset shifts, and cultural expectations through training experiences.
Provide clear communication to learners regarding upcoming changes, releases or training requirements.
Qualifications
Bachelor’s degree in Business, Education, Organizational Development, or a related field, or equivalent experience.
2-4 years of experience in training delivery, facilitation, or customer operations enablement within a large, complex organization.
Experience delivering technical or workflow based training in a service environment.
Strong understanding of customer experience principles, including first call resolution and customer satisfaction metrics.
Experience working in environments undergoing significant change or system transformations.
Preferred Experience
Training delivery experience within utilities, energy, or other regulated industries.
Familiarity with learning pathways or certification-based training models.
Experience supporting system rollouts or large-scale operational transitions.
Salary
$85k - $95k a year
Benefits
National Grid offers a comprehensive benefits package including health insurance, retirement plans, and paid time off.