Director, L&D & Transformation driving business transformation through workforce learning strategies. Leading learning experiences that connect skills to real work across APJC.
About the role
- Customer Care Knowledge Manager overseeing knowledge management and AI systems at Numan. Critical role in transforming customer care into hybrid human + AI operation.
Responsibilities
- The single owner of Customer Care knowledge across internal tools, public Help Centre, and AI systems.
- Ensuring agents and AI always have access to accurate, current, and compliant information.
- Driving improvements in automation, resolution rates, and agent efficiency.
- Leading the AI improvement cycle: Analyse → Train → Test → Deploy.
- Auditing and quality-checking AI responses to maintain safety and patient trust.
- Optimising tools like Fin Copilot to support faster, higher-quality agent responses.
- Keeping macros and snippets clean, relevant, and effective.
- Working cross-functionally to support new AI capabilities and system integrations.
- Operating comfortably in a fast-moving environment where knowledge and priorities evolve daily.
Requirements
- Has experience in Customer Care, ideally as a Supervisor or Team Lead.
- Has owned or managed a knowledge base, help centre, or support platform (Intercom preferred; Zendesk, HubSpot, or similar also welcome).
- Has hands-on experience with AI-powered support tools (AI agents, copilots, automation workflows).
- Brings an AI-first mindset — curious, analytical, and excited about improving systems.
- Understands how automation and integrations work (API awareness is a strong plus).
- Is comfortable owning a high-impact, high-visibility function.
- Thrives in a scale-up environment where pace and change are constants.
- Is detail-oriented, patient-first, and committed to quality and safety.
- Interest in the future of AI, automation, and platform ownership within Customer Care.
Benefits
- Share options.
- 25 days holiday, plus bank holidays (increasing to 30 the longer you stay with Numan).
- Health insurance with Vitality.
- Enhanced maternity and parental leave.
- Nursery benefit provided by YellowNest.
- Employee assistance programme (access to therapy, financial planning and discounts).
- Generous pension (includes both employee and employer contributions).
- Flexible working options, including a dog-friendly office in Farringdon.
- Personal training and development budget via Learnerbly.
- Wellhub membership, giving you access to over 2,000 locations in the UK.
- Cycle to work scheme.
- Season ticket loan.
- Discount on Numan products for your friends and family.
- Paid volunteering days.
- An additional 2 weeks off once you reach your 5th anniversary with Numan.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
Foundation Training Manager at MarketStar managing training programs for community - based education. Facilitating training sessions and supporting cohort selection processes in Ogden, UT.
Technology Training Specialist designing and delivering technology training for employee system adoption and skill enhancement. Collaborating with IT and business teams for system implementations and support.
RH Specialist focusing on talent development strategies at Telefônica Brasil. Utilize data analysis to implement innovative training and development solutions.
Senior Learning and Development Administrator facilitating the planning and coordination of training programs at PwC. Involves scheduling sessions, tracking participation, and providing learner assistance.
Talent Development Specialist overseeing HR operations, compliance, and employee support at a nonprofit. Ensuring accuracy and consistency in HR processes while promoting a diverse and inclusive workplace.
Instructional Designer responsible for designing and developing online courses at Excelsior University. Collaborating with SMEs and ensuring pedagogical soundness and accessibility in course content.
Senior Manager leading Xylem’s global sales learning strategy and managing a team of Sales L&D professionals. Focused on building commercial capabilities through effective learning journeys.
Training Manager guiding NHS organizations through product adoption and enhancing patient communication. Leading enablement programs and ensuring product integration into daily workflows.
Participate in Travelers Claim Intern program to gain experience in the insurance industry. Focus on claims processes through on - the - job training and project work.