The role & impact
As a Learning and Development Specialist for Melio, you will be at the heart of empowering our Customer Experience teams to become trusted business advisors. You will identify, design, and deliver training programs that ensure our people have the knowledge and confidence to support small businesses using the Melio payments platform.
By translating complex product updates and customer insights into impactful learning experiences, you directly enable our teams to provide world-class support. Your work helps build a stronger economy by making business more efficient for the small business community we serve.
The team & how they connect
You will be a vital part of Melio’s Knowledge Management team, specifically supporting Melio’s Customer Experience teams in Manchester, UK and Wellington, NZ. You will work in a highly collaborative environment, partnering cross-functionally with Product, Operations, and Marketing stakeholders to align learning initiatives with evolving customer needs.
Initially, you will focus on
Delivering ongoing enablement through the creation of job aids, playbooks, and knowledge repositories.
Designing training programs focused on product rollouts, industry insights, and customer experience best practices.
Managing the Learning Management System (LMS) to optimise engagement and reporting.
Partnering with the Internal Knowledge Base team to ensure all learning materials reflect the latest product updates and processes.
Where and how you can work
At Xero, we embrace a hybrid way of working. You will have access to our office spaces for collaboration and boost days, while maintaining the flexibility to manage your work in a way that suits both the team and our customers.
Standard hours for this role are Monday–Friday, 9:00–17:30. However, to support our global teams, the hours will shift to 11:30–20:00 to lead and facilitate onboarding sessions for our Customer Experience teams on-site (5 days in the office) as required.
Here are some of the things we are looking for
Experience in learning and development, training, or client-facing roles.
Experience designing and delivering learning through multiple modalities, including virtual instructor-led training, eLearning, video, and live sessions.
Demonstrated ability to develop learning solutions for technical or complex subject matter.
Strong written and verbal communication skills, with experience distilling information for client-facing teams.
Proven ability to work cross-functionally and manage ambiguity and shifting priorities.
Project management experience or interest in developing PM skills (agile experience is a plus).
Experience in B2B Payments or with Melio is highly desirable.
Flexibility to work in time zone differences with cross functional teams
Apply even if your experience isn't a perfect match! At Xero, we hire based on your skills, passion, and the unique perspective you can bring to enhance our culture and team.
