Klarna was founded in Stockholm, Sweden in 2005. Since then we've changed the banking industry forever. And now we're creating the world's smoothest shopping experience. We serve over 90 million consumers worldwide, and partner with 200,000 merchants – with a new merchant joining us every 8 minutes. Including some of the world's leading brands, such as H&M, ASOS, IKEA, Adidas, Samsung and Lufthansa. Our offices are spread over 17 different markets, hosted by 3500+ employees from 90 nationalities.
How do you integrate learning in the flow of work? How do you design learning opportunities throughout an employee's lifecycle? Which innovative training activities do you apply to train more than 1000 employees in over 16 offices around Europe, the US and Australia? How do you collaborate closely with internal and external stakeholders to ensure we address knowledge gaps proactively and effectively?
If these questions generate a lot of ideas and potential solutions, then you’re in the right place! Join us being responsible for the learning structure for Service Delivery competence.
But wait, what is Service Delivery?
It’s a Competence, and at Klarna we have 13 of them. Competences are essentially skill sets that bring people together. In our case, we’re all geared towards providing the best, simplest and smooothest shopping experience. Not only that, we’re also the second largest competence at Klarna with over 1000 employees across the globe. To do this, Service Delivery Heroes operate across a broad range of services from handling escalated customer cases from our 1st line partners, to leading merchant onboarding or investigating potential fraud. We also support our very own internal customers with teams working towards people management, office operations, compliance screening and recruitment.
But enough about the Competence, what about this role?
You will be responsible for the planning, structuring and designing of our digital learning. Your core focus is the learner, and in this sense, you will be reviewing and curating our learning materials to ensure they are compelling, enhance learner retention and support all the parts of our diverse competence. You will be part of a team focusing on expanding the formats and types of learning materials provided to our Service Delivery Heroes, and will help create all kinds of materials (audio, video, simulations, role plays, games etc).
You will help assess learning gaps, define measurable business impact for our learners and suggest ways to improve and optimise the usability of the digital learning experience across the organization.
As a person you are passionate about understanding people's behaviors, and use this to understand learners day-to-day. You approach projects with a user-centric mindset and have acute attention to detail. You are confident in creating engaging e-learning modules, developing content that assists learners improve their skills and are excited about the idea of trying out new learning methods. Change doesn’t scare you, you embrace it. You don’t mind adapting quickly to a changing environment, and understand that your courses need to evolve continuously to remain up to date. You are able to grasp new things quickly and enjoy explaining them to others in a pedagogical way.
You will need to have a passion for training and developing people. You love creating digital content, and have an eye for design. Not only this, you’re a master when it comes to organising and planning. Gantt charts have no secret for you. Our team is a tight knit, and we want you to be a big part of it. So we’re looking for a true team player and a role model for our leadership principles who has the capacity and confidence to drive projects.
Our working language is English, you will need to be fluent in English, both written and spoken.
Any experience in User Experience, Training Design, Design Thinking Methodology, Learning & Development or Instructional Design would be a clear advantage for this role. Having created or worked with an e-learning software (such as Adobe Captivate) and Learning Management Systems, would also be an asset.
What you can expect from us is a fast pace, challenging problems, and collaboration with many brilliant colleagues. Be ready for change, be ready to learn and be ready to challenge our Competence to excel.