Business Unit: Customer Service and OperationsSalary range: £68,400 - £85,500 per annumLocation: UK Hybrid - with regular travel to Glasgow or Gosforth Our Team We want to help colleagues build the skills, confidence and cultural alignment they need to deliver brilliant and memorable experiences for our customers. By embedding continuous learning and linking training to real business outcomes, we aim to create a resilient, future ready workforce that underpins our strategy and drives sustainable transformation across Customer Services and Operations. The Capability and Learning Lead sits within the Resource Planning, Optimisation and Operational Excellence centre within our refreshed Shared Service capability and supports the broader team in enabling consistent and more efficient and effective operations . What you''ll be doing Owning the end-to-end colleague development journey, from induction and onboarding through to in life training, capability uplift and partner alignment. Designing and delivering engaging programmes that build the skills, confidence and cultural alignment needed to deliver Simply Brilliant Experiences Partnering with journey teams and rapid improvement to make sure training translates into sustained performance uplift, linking capability programmes directly to customer outcomes, reducing failure demand and increasing Smile Scores. Embedding continuous capability development so colleagues stay relevant as customer needs, technology and processes evolv