Customer Experience and Technical Trainer

Viasat, Inc.; Greater London; On-site; GBP 40,000 - GBP 60,000; Full time

Job summary

A leading satellite communications provider is seeking a Customer Experience and Technical Trainer based in Greater London. This role is critical for enhancing the skills of internal and external teams to provide exceptional customer service. The ideal candidate will design and implement training programs using various methodologies and will be responsible for measuring their effectiveness. Engaging with both technical and non-technical teams, the individual will drive training initiatives to bridge gaps and improve customer experiences, ensuring all training aligns with business goals.

Qualifications

• Strong organizational skills to manage multiple projects in a quick-paced environment.
• Experience engaging both technical and non-technical audiences effectively.
• Ability to translate customer needs into impactful training programs.

Responsibilities

• Deliver global training programs for customer support teams.
• Adopt diverse training methodologies to meet varied audience needs.
• Measure training effectiveness to drive improvement.

Skills

Training design

Analytical thinking

Customer service understanding

Presentation skills

Cross-functional collaboration

Customer empathy

Metrics utilization

Tools

NICE

ServiceNow

Salesforce

Job description

About us

One team. Global challenges. Infinite opportunities. At Viasat, we’re on a mission to deliver connections with the capacity to change the world. For more than 35 years, Viasat has helped shape how consumers, businesses, governments and militaries around the globe communicate. We’re looking for people who think big, act fearlessly, and create an inclusive environment that drives positive impact to join our team.

What you’ll do

As the Customer Experience (CX) and Technical Trainer, you will be responsible for training Viasat’s internal and external global teams on the processes, tools, and products that support our satellite network. You will be responsible for developing and delivering a standardised programme to improve our internal team’s technical knowledge, ensuring our customers receive an exceptional level of support and an outstanding experience in every interaction.

The day-to-day

• Deliver Best‑in‑Class Global Training: Assess, standardise, document, and implement a scalable Customer Support training program across all regions. Ensure consistency while adapting to regional needs, equipping teams worldwide with accurate, up-to-date knowledge to deliver exceptional customer experiences at every interaction.
• Adapt Training Methodologies: Apply expertise in diverse learning styles and delivery methods to meet the needs of globally distributed teams. Design and deliver programs that combine product update sessions, interactive e‑learning modules, and hands‑on workshops to ensure engagement and knowledge retention across multiple regions and time zones. Tailor content to market and regional differences while maintaining consistency in standards and outcomes.
• Measure and Optimise Impact: Establish robust KPIs, OKRs and metrics to track learner satisfaction, team performance, and knowledge retention. Continuously analyse data and feedback to refine programs, ensuring measurable improvements in operational efficiency and learner engagement.
• Maintain Highest Standards: Develop and maintain comprehensive training documentation informed by global guidelines. Use data‑driven insights to optimise content and delivery methods, ensuring seamless handoffs between teams and alignment with business goals.
• Bridge Business and Customer Needs: Collaborate with global sales, commercial, and product teams to identify knowledge gaps and process changes. Ensure training initiatives directly contribute to improved CX, operational performance and adoption of Viasat services.
• Run Case Studies and Share Insights: Lead post‑training and lessons‑learned reviews of case studies to evaluate the effectiveness of programs and identify improvement opportunities. Consolidate findings into actionable insights and share outcomes with global business units to drive alignment, improve processes, and reinforce guidelines across regions.
• Drive Continuous Improvement: Stay ahead in the dynamic satellite communications landscape by creating programs that accommodate product updates, regional requirements, and evolving business priorities. Align all initiatives with commercial objectives to maximise impact.

Objectives and Key Results

• Training Design & Delivery: Create, document, and deliver engaging training programs across multiple formats, ensuring clarity and alignment with business objectives.
• Impact on Performance: Focus on reduction in Mean Time to Resolution (MTTR), improving CX and increasing First Contact Resolution (FCR) rates.
• Quality & Continuous Improvement: Targeted towards increasing training satisfaction score, and percentages of new processes/tools adopted by the group.

What you’ll need

• A natural ambassador for training with the confidence to engage at all business levels. You combine critical thinking with an analytical approach and a passion for continuously improving global training programs.
• Highly organised and diligent, able to manage multiple priorities and deliver against deadlines in a fast‑paced environment.
• Strong capability in defining, documenting, and implementing standard processes, with a solid understanding of customer service operations and commercial frameworks.
• Skilled in presenting, influencing, and engaging diverse audiences—both technical and non‑technical—across all levels of the organisation.
• Proven ability to build strong cross‑functional partnerships, align training initiatives with business objectives, and manage competing priorities effectively.
• Deep empathy for customer needs and behaviours, translating insights into training that enhances service quality and customer experience.
• Ability to leverage metrics, trends, and learner feedback to measure program impact and drive continuous improvement.
• Experience designing and delivering engaging sessions across multiple formats, including in‑person workshops and virtual instructor‑led programs.
• Proficiency in creating tailored e‑learning paths and interactive content that improve knowledge retention and deliver measurable performance outcomes.

What will help you on the job

• Background of related experience with a focus on enablement in the technology space.
• Experience working with high‑performing customer support teams both internally and externally.
• Experience in using NICE, ServiceNow and Salesforce.
• Experience in building e‑learning programs.
• Knowledge about or awareness of working in a technology or telecommunications setting.
• Experience of working in a matrixed corporate environment with multiple internal customers and dispersed collaborators globally.
• Awareness of the latest trends and frameworks that align with the needs of the digital learner.
• Valid Work Permit or Visa for the country you would be located and working from.

EEO Statement

Viasat is proud to be an equal opportunity employer, seeking to create a welcoming and diverse environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin ancestry, physical or mental disability, medical condition, marital status, genetics, age, or veteran status or any other applicable legally protected status or characteristic.

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