Digital Learning Specialist 

Salary: Up to £30,000
Location: Reigate, Surrey OR Salford, Manchester
Job Type: Full Time | Hybrid - 2 days in office | 4.5 day work week (Half day Fridays)

About Infinity

Infinity is a call intelligence company that helps big brands understand exactly which of their marketing channels drive phone calls and more importantly sales.

We are a fast-growing SaaS business, launched in 2010 and now the established UK market leader with annual recurring revenues of £17m and growing at 40% year on year. With 20% of revenue in the US, Infinity is poised for full international expansion with coverage in 75 countries, including 500+ customers and 120+ employees in Reigate, Manchester and London in the UK, Baltimore and San Francisco in the US.

Infinity secured £10m of Private Equity investment in 2016 to accelerate the growth of the business. In 2021 we acquired ResponseTap, a SaaS business in the UK who also specialised in call tracking and contact centre optimisation. The goal is to grow 5-fold in the next 3 years through organic growth and further acquisitions, new routes to market, international expansion and development of new services.

Our business works with a range of clients and partners across many verticals, and we are keen to grow on all fronts including both the Enterprise and mid markets, with a focus on creating, building and nurturing strong relationships with digital marketing agencies and other technology partners, such as Google and Facebook.

Profile of Role

The Education Team is responsible for equipping our customers with the knowledge and skills to use our product and features effectively, leading to high customer engagement, increased adoption and reduced churn. Education is delivered in the form of comprehensive training sessions and webinars for our customers and partners, as well as creating self-learning materials and resources. Infinity’s roadmap continues to evolve and so does our education strategy, which is fundamental in maintaining high customer satisfaction.

You will sit within the Education Team, with a real focus on identifying customer requirements and driving Education through the business and customer base.

As a Digital Learning Specialist at Infinity, you will play a vital role in crafting compelling and informative content to educate our customers about Infinity’s product & features. You will ensure that e-learning is engaging, interactive, and aligned with the learning objectives.

Your content will empower users to maximise their experience, drive adoption, and improve customer satisfaction. You will collaborate closely with cross-functional teams to ensure the creation of high-quality educational resources that align with our brand and user needs.

You are creative and can identify, create, manage and deliver digital content using a range of techniques.

Full product and technical training will be provided in order to help you to understand the product and be confident in identifying training needs and optimisation opportunities.

Responsibilities

Digital Education Creation:

• Develop engaging written, visual, and multimedia content, including tutorials, videos, quizzes, webinars and FAQs, to educate customers about Infinity’s features, benefits, and use cases.
• Create user guides, documentation, and knowledge articles that provide clear instructions for customers to maximise their use of Infinity.
• Support with the creation of well-structured and brand centric training presentations and resources ahead of customer training sessions.
• Contribute to the development of the content strategy, suggesting new ideas and formats to effectively convey complex concepts and engage users.

Collaboration:

• Collaborate closely with cross-functional teams such as Product, Support and Customer Success teams, to understand product features, updates, and user pain points, ensuring accurate and relevant content creation.
• Work closely with Marketing to educate across multiple channels
• Work alongside the Education Specialist to gather user feedback and insights from customer interactions.
• Inform the wider business of Education activities through sharing training programme(s) and educational updates on the relevant communication channels.

Metrics & Evolution

• Monitor customer behaviour, adoption and engagement metrics to help tailor educational content that empowers customers to overcome challenges and achieve their goals using Infinity.
• Develop troubleshooting guides and solutions for common user issues to enhance customer self-service.

Training Content and Delivery

• Take ownership of Training content within Sharepoint including keeping all resources, decks and materials up to date and within a clear folder management structure
• Keep all document management systems up to date and ensure all daily activity is captured and recorded correctly, in-line with departmental processes
• Update training resources based on new product launches and product updates
• Be proactive in your approach to becoming a product expert and enhancing your training skills in order to be able to support with and deliver external training where required.

About the person

• Experience in Education, Marketing, Communication, or related field
• Proven experience in content creation, preferably in a technology-related or SaaS environment
• Exceptional written and verbal communication skills, with a keen eye for detail and grammar
• Proficiency in multimedia content creation tools (e.g., video editing software, graphic design tools) is a plus
• Familiarity with SaaS products and the ability to understand and explain technical concepts to non-technical users
• Strong organisational skills and ability to manage multiple projects and deadlines.
• Creative mindset and the ability to think outside the box when creating educational materials

Benefits

• 25 days holiday
• Private healthcare
• Auto Enrolment pension savings
• Life Assurance x4 salary
• Ride2Work Scheme
• Tech loan scheme
• Breakfast club & free refreshments
• Flexible working
• 4.5 day working week
• Social activities
• Professional development opportunities and growth potential

At Infinity, our aim is to be the best call tracking provider in the world and to do that we welcome our employees with open arms and create an environment where you can bring your best self, every day! Infinity is proud to be an equal opportunity workplace, we believe that diversity and inclusion among our incredible workforce is critical to driving our success and helping us achieve our ambitious targets! Our mission is to recruit, develop and retain the most talented individuals, each with their own story to tell.