Job Description

Do you have a passion for learning and development? 
Do you also have:
An unblemished record of delivering customer excellence?
Outstanding track record in high achievement of business results, delivery and KPI achievement?
Sound systems and technical fluency?
This may be your perfect role!
About the Opportunity
Our Learning Specialists partner with leisure team members, leaders and subject matter experts to curate, design and deliver knowledge and skills to the Flight Centre Travel Group (FCTG) workforce. The role is key in ensuring we have a workforce that can meet our current and future business objectives, enabling delivery of quality outcomes that meet our customers’ needs (from time to time, support for our Corporate or greater FCTG businesses may be required).
In this role you will both design and facilitate learning experiences. The role serves as host for virtual and in-person (new and existing) employee learning program deliveries, both designing, curating and sharing content knowledge to ensure expert delivery and participant understanding.  
Specifically, the role will:
Serve as host and /or moderators for virtual and in person new and existing employee learning program deliveries, both designing, curating and sharing content knowledge to ensure expert delivery and participant understanding.
Analyse learning needs and then systematically develop instruction with initial support and guidance from senior instructional designers and/or team leader.
Use current learning technology tools to design and deploy effective virtual or in-person learning programs including tutorials, webinars, workshops, conference sessions, Training Guides, Podcasts/Videos/Other multi-media formats and assessments.
As part of the Professional Development team, the purpose of the role is to meet our greater company objectives of continual improvement in workforce capability, employee engagement and FCTG’s future growth goals.
This is a full-time role based in either Brisbane, Sydney or Melbourne, with a minimum requirement of 3 days in the office. This role may include travel depending on program needs. There may be periods where the taking of leave is restricted in support of program delivery.
 
What You Will Be Doing:
Blended Facilitation
Able to share knowledge and programs through a variety of learning-based activities and tools to improve participant capability and performance at an intermediate to advanced level
Highly confident to facilitate content across a variety of subject matter areas
Able to highly engage in both small and large group (conference) settings, via workshops, application sharing – virtual content tours, in classroom, virtually or a combination of both
Serve as host or moderator for engaging virtual program delivery, sharing systems and processes, administering tech-based collaboration tools, coordinating break out rooms, monitoring and facilitating communication with participants to ensure a smooth delivery
Facilitate virtual or in-person small group coaching and mentoring
Coach learning groups assigned program projects
Support learners to showcase knowledge transfer to real job activities, provide feedback regarding strengths and areas of improvement
Deploy and support Leader Led and SME Led Learning requirements
Use facilitation and content knowledge to upskill, support and empower Leaders/SME’s to competently share skills, knowledge with team members
Conduct regular L&D communication systems with key leaders to support business strategy (e.g. Design Thinking, Change, Listening & Empathy Workshops, Storyboarding, Focus Groups)
FCTG Systems, Product and Customer Process Knowledge
Maintain an intermediate to advanced knowledge across FCTG sales, customer systems and processes (both leisure and corporate) required to support an outstanding external customer experience
Maintain an intermediate to advanced knowledge across FCTG preferred product strategy
Maintain an intermediate to advanced fluency in required supporting technology systems and reporting
Maintain an intermediate to advanced fluency in FCTG commercial models
Communication & Management
Engage with internal stakeholders including operations, technology, ProHub, marketing, finance and other support areas to drive learning initiative deliverables as directed
Uphold FCTG values and philosophies in building and maintaining relationships with key stakeholders
Work in both a behaviourally flexible and agile manner with greater People and Culture team members to drive outstanding service delivery to the customer
Serve as the primary contact for leaders and participants for all pre, during and post program related support
Work with other program contributors and SME’s to confirm session details, prepare program materials, and co-ordinate program learning exercises and activities
Coordinate program logistics including arranging systems support needed and accommodation, flights if required for participants
Track and manage participant enrolments and cancellations and other program related data
Maintain accurate and complete records of participants details
Manage the collection and collation of program evaluation/assessment data to support analysis and reporting
Innovative & Customer-centric Mindset
Work with stakeholders to deliver statement of works in time frames directed
Proactively seek and recommend improvements to both FCTG and Peopleworks products, tool and processes
Maintain FCTG, Brand and Travel industry knowledge in order to support and drive value for internal stakeholders and customers
Maintain learning and development industry knowledge in order to support and drive value for internal stakeholders and customers
Design Fluency
Maintain basic to intermediate fluency in key learning system, diagnostic and design tools (e.g. Articulate/Rise, Camtasia, Snag it, Survey Monkey, Walk Me, Canva, Compass, Adobe)
Maintain basic to intermediate fluency in key learning design and assessment methodologies
Contribute to creating and maintaining content for each program for participant use and reference
 
What You Will Need:
Essential
Unblemished record of delivering customer excellence
Outstanding track record in high achievement of business results, delivery and KPI achievement in front-end operations – minimum 3 years’ experience
Technical and systems thinker
A demonstrated passion for the science of learning
Demonstrated ability to confidently build Multi Level Relationships from Novice/New starters to Senior Leaders
An outstanding track record of integrity and personal branding
Desirable
Recent leadership experience
Cert IV in Training and Assessment
Additional certification/s from talent and training associations
Degree in education, design, business, human resources, information technology, or related field
Technical fluency in Microsoft Office Suite (Word, PowerPoint and Excel), instructional design platforms and tools
Strong track record in analysing problems, strategising and deploying improved/timely solutions
Facilitation experience
Experience across multiple brands/businesses/discipline areas
About the Benefits
Work with Australia’s largest travel retailer
Global career opportunities in a network of brands in more than 20 countries
We embrace a hybrid workplace, with work from home and office options available
Travel discounts on flights, hotels and insurance for you, your family and friends
Thrive in a diverse and inclusive environment
Discounted financial and health services
Access to our internal 24/7 gym 
Find our full list of benefits here: https://www.fctgcareers.com/why-work-with-us/benefits-in-each-country/australia