Trainer - Customer Experience

**Who we are**:
We are a financial services platform that leverages technology to offer our customers seamless and user-friendly products related to banking, loans, and investments. So whether it’s a savings account, credit cards, investment and payments, it's all on Jupiter. We also help users cut through the banking jargons, offer smart insights based on spending and provide users with a range of new age features to enable and make sense of their finances.

**Our journey so far**:
Jupiter was founded in 2019 by Jitendra Gupta. Best known as Citrus Pay’s founder, Jiten found himself wondering why personal finance experiences were not customer-centric when everything else like food ordering and entertainment were. That’s how our journey began in 2019, with a simple, powerful idea : to create a modern, customer-centric experience that empowers individuals when it comes to their money.

From our humble beginnings, we've strived relentlessly to make managing money easier. In 2021 when we launched we had a waitlist with over 100,000 people eager to experience the world of Jupiter - and within 10 months we crossed 1 million users. Today, we have 2.7 million + happy users on Jupiter.

Our Insights feature today tells how much and where you’ve been spending automatically, even on your other savings accounts Our Edge CSB Bank RuPay credit card is getting a lot of love for it’s head-turning transparent design, not to mention it being a rewarding experience. Our No-Penalty SIP and Daily SIP at Rs 10/- has helped scale our investments business and we have over 100,000 users investing on our platform to fulfill their money aspirations.

We've embraced cutting-edge technology, harnessed the power of data analytics, and assembled a diverse team of creative thinkers and industry experts who share our vision for a more accessible, transparent, and inclusive financial ecosystem. We’re now looking for like-minded folks to join the crew.

**Who we're looking for**:
We are seeking a dynamic and detail-oriented Trainer to lead impactful training programs across new hires, existing team members, and supervisory staff. This role is integral in improving performance through structured training interventions, product knowledge assessments, and continuous upskilling. The trainer will also be responsible for building relevant training materials and maintaining robust training reports and dashboars.

**Roles and Responsibilities**:
**1. New Hire Training**
- Conduct onboarding and induction programs for new joiners.
- Deliver training on soft skills, process, product, and systems.
- Ensure smooth assimilation into company culture, policies, and tools.
- Evaluate learning effectiveness through assessments, quizzes, and role-plays.

**2. Training Need Interventions (TNI)**
- Collaborate with Quality and Operations teams to identify performance gaps.
- Design and execute targeted refresher sessions and skill-enhancement modules.
- Track pre
- and post-training performance to measure impact and efficacy.

**3. Product Knowledge & Supervisor Assessments**
- Create and manage product knowledge tests for front-line and supervisory teams.
- Conduct Supervisor Readiness assessments to evaluate leadership competencies.
- Periodically update assessments in line with process or product changes.

**4. Update Training (Process/Policy/Product Changes)**
- Stay abreast of new product launches, policy updates, and process changes.
- Conduct timely refresher training for impacted stakeholders.
- Partner with Product, Process, and Compliance teams to ensure accuracy and relevance of training content.

**5. Reporting & Documentation**
- Maintain up-to-date training dashboards, attendance logs, and test results.
- Generate regular reports on training coverage, scores, and intervention effectiveness.
- Provide actionable insights to stakeholders and leadership based on training data.

**6. Building Training Materials**
- Design training content using instructional design models like ADDIE and/or SAM.
- Leverage 360° feedback and Kirkpatrick’s model to evaluate and improve training effectiveness.
- Collaborate closely with Process Excellence, Product, Quality, and Customer Support teams to ensure alignment and continuous improvement of content.

Provide insights to leadership on team learning progress and areas for improvement.

**What is needed for this role**:

- Bachelor’s degree in any discipline.
- Minimum 2-4 years of experience in training delivery, preferably in customer service or product-based environments.
- Strong communication and facilitation skills.
- Proficiency in MS Excel, PowerPoint, and LMS platforms.
- Exposure to QA and performance improvement frameworks is a plus.

BFSI Training background is a plus

**Key Skills**:

- Public speaking & facilitation
- Instructional design fundamentals (ADDIE/SAM)
- Kirkpatrick model and 360° feedback evaluation
- Stakeholder collaboration
- Analytical thinking
- Coaching and feedback delivery
- Atten