JOB DETAILS:
The Role
In the last 5 years we have expanded our user base from <50 to 4000 software users, and the number of beneficiaries reached using our software has increased from 60,000 people per year to over 100,000 a week.

In the next 4-years we will grow to reach 1,000,000 people per week. To do this we need a Head of Product Training to lead our team to develop a comprehensive software user training strategy.

Over the last three years we have increased the scalability of our product however it still requires considerable support from Peek team members to:
• design a programme that uses Peek
• to configure the software in our platform
• and to train the users (over 4,000 to date) who use Peek to deliver eye tests, capture information and track referrals.
Implementing teams using Peek’s software and data intelligence platform grow in competence and capacity over time and we have established a “certification” process to enable local teams to use Peek’s software and data intelligence platform more independently.

In the future we need to ensure certification is embedded in all programme partners and further expanded to develop a “trainer of trainers” model that ensures the Peek services and support can grow at the same rate as the software.

The role requires the successful candidate to develop a vision aligned with the organisational strategy. This will impact product prioritisation and delivery strategies. Over time we envision the training of trainers being a product in its own right.

Peek’s staff are distributed internationally around the globe and our customers and software users operate and deliver programmes in multiple countries. Travel to programmes using Peek in different countries will be part of the role (in line with Peek’s Travel Safety Policy). Peek’s culture enables a self managed team structure. This provides a high level of ownership and accountability within each role, and enables effective and frequent collaboration between team members and across teams.

Responsibilities and Attributes
The key responsibilities of the role are:
• Develop comprehensive software user training strategy and tools that align with Peek’s overall goals, including user needs and adoption, and customer satisfaction and retention to improve the effectiveness of training for Peek’s software & data intelligence platform
• In line with Peek’s Partnerships & Product Strategy, provide oversight and leadership to the Training & Support team to implement training and support for global Implementing Partners

• Utilise the data intelligence aspect of the software and platform to build training that highlights real-world use cases, best practices and data-driven insights to demonstrate the product’s full potential.
• Develop strong and effective collaboration with the Programmes team, Product division and other internal teams in developing training content inline with new features and applicable business and product strategies to ensure Peek’s product and services continuously improve.
• Proactively working with the Head of Global Partnerships and Head of Programmes, to understand customer and software user pain points, feature adoption challenges and product-specific FAQs, taking responsibility to match software training needs with resources on a continuous basis ensuring alignment with customers needs and service level agreements.

• Analysing the effectiveness and measuring the impact of our training platform and materials in meeting the needs of our users, partners and programmes, using such means as AI, and adjusting the content based on usage data, product updates and changes in customer needs or behaviour.
• Stay current with industry best practices and other organisations offerings and training programmes to ensure the company’s training initiatives are innovative and best-in-class.
• Develop strategies for translating and localising content and building scalable training programmes that can be easily adapted for different Implementing Partners, regions and product versions in order to continually scale training to global audiences.
• Collaborating with Peek’s Communications team when developing our training content inline with branding policies.
• As part of the Team Lead responsibilities, provide support to the team with quarterly and annual objectives, ensuring alignment with the company’s goals, objectives and behaviours, while maintaining an inspiring team environment; identify resource and training needs within the Training & Support team; provide feedback to individual team members; and support the team’s personal and professional development.

The 5 key attributes we have identified for the role are:
• Product expertise and technical proficiency
• Experience and expertise in software training
• Analytical and strategic thinker
• Design skills, especially Learning Design skills
• Experience managing a team

Desirable attributes for the role are:
• Experience with online training platforms (preferably EdApp)
• Experience and proven track record in change management