Learning & Development Specialist (Customer Experience Team)

About Amartha

At Amartha, we empower micro-businesses across Indonesia, enabling growth and equal prosperity. We’ve supported over 2.7 million entrepreneurs—mostly women—by disbursing IDR 22.8 trillion in funding. As we step into 2025, Amartha is evolving into a technology-driven financial ecosystem, expanding our reach in lending, funding, and payments. Through innovation and digital solutions, we aim to enhance accessibility, streamline processes, and create a seamless user experience.

About the Role

As a Learning & Development Specialist in Customer Experience team, you will play a key role in shaping and delivering training programs that enhance the customer experience. Your focus will be on equipping employees with the essential skills and knowledge to deliver exceptional service and drive continuous improvement in their roles.

Responsibilities

• Conduct Training Needs Analysis (TNA/LNA) to identify skill gaps and areas for improvement.
• Design and facilitate training programs covering both product knowledge and soft skills.
• Develop and update training materials and guidelines to keep employees informed and skilled.
• Organize monthly quizzes and learning assessments to evaluate progress and effectiveness.
• Create and maintain help center articles to promote knowledge-sharing across teams.
• Plan and execute engaging events to foster collaboration and motivation among operations teams.

• Bachelor’s degree in Human Resources, Business Administration, Communications, or a related field.
• At least 1 year of experience in Learning & Development, training, or a similar role, preferably in a customer service or CX environment.
• Strong knowledge of end-to-end training management, including design, delivery, and evaluation of training programs.
• Experience with customer experience concepts, strategies, and best practices.
• Ability to assess training needs and develop targeted training plans based on employee performance and skill gaps.
• Excellent communication skills, both verbal and written, to effectively deliver training and provide constructive feedback.
• Strong problem-solving abilities with a focus on improving customer satisfaction and employee performance.
• Familiarity with learning management systems (LMS) and e-learning platforms.
• Customer-centric mindset, with a passion for improving the customer experience and empowering employees.
• Proficiency in Microsoft Office Suite (Excel, PowerPoint, Word) and design tools like Canva to create training materials.
• Strong analytical skills to track and measure the effectiveness of training programs and make data-driven improvements.
• Adaptability and flexibility in a fast-paced, dynamic work environment.
  

At Amartha, we are dedicated to creating a workplace that celebrates diversity, ensures equity, and fosters inclusion. We believe that diverse perspectives—shaped by factors such as gender, age, race, ethnicity, education, culture, and life experiences—drive innovation and growth.

We actively welcome individuals from all backgrounds to join us in building an environment where everyone feels respected, valued, and empowered. Our commitment is to provide equal opportunities and foster a sense of belonging that enables our employees to thrive and make meaningful contributions.