Continuous Improvement, Learning & Development Manager

Collinson Group

Collinson is a global loyalty and benefits company.

We use our expertise and products to craft customer experiences which enable some of the world’s best-known brands to acquire, engage and retain the most demanding and choice-rich customers. Our unique expertise and insight into high earning, frequent travellers help us create products and solutions for our clients that inspire greater customer engagement to drive more profitable relationships, enrich their travel experiences, protect what matters and assist in in times of need.

While specialising in Financial Services, Travel and Retail, we also support clients in multiple sectors. We have worked with over 90 airlines, 20 hotel groups and more than 600 financial institutions and banks, with clients including Accor Hotels, Air France KLM, American Express, British Airways, Cathay Pacific, Diners Club, Mandarin Oriental, Mastercard, Radisson Hotel Group, Sephora, Visa and Vhi.

We take our 30 years’ experience working with these kinds of household names in over 170 countries and help our clients to deliver the smarter experiences it takes to differentiate their propositions and help them win deeper devotion with their customers.

Collinson is a privately-owned entrepreneurial business with 2,000 passionate people working in 20 locations worldwide. Our solutions include Priority Pass, the world’s best known airport experiences programme, while we are also the trusted partner behind many of the leading financial services, airline and hotel brand’s reward programmes and loyalty initiatives.

Our mission is focused on doing good beyond profit, which for us means we seek out opportunities for our people to share in our success and that we give back to the communities and people within which we work.

Collinson Insurance

We are a niche, personal lines insurer generating £400m+ GWP operating as two insurance companies in the UK and Malta. Our major product lines are travel insurance, private medical & dental insurance, and specialist insurance products including gadget, warranties, events, and home and motor ancillary products. With long standing agreements and strong relationships with affinity clients such as the Post Office, EasyJet and Saga in the UK and Vhi in Ireland, we also operate a direct-to-consumer brand, Columbus Direct which operates as a travel insurer in the UK and Italy.

Collinson Insurance drives primarily short tail, higher utilisation, niche insurance products and provides deep expertise for in-house claims and assistance servicing for travel and health products and works with strategic 3rd parties for its claims and assistance activities covering all other specialty insurance products.

The Insurance organisation has an ambitious growth strategy to continue to expand profitably while ensuring equal focus on delivering this in an efficient and effective way across the key enabling functions as the business continues to scale and diversify across products and geographies.

About the Role

We are looking for an experienced Continuous Improvement, Learning & Development Manager to drive capability development, quality excellence, and operational improvement across the organisation.

This role combines Learning & Development, Continuous Improvement, Quality Assurance, and Change Adoption, helping to build a high-performance culture through effective learning solutions, operational excellence initiatives, and measurable behavioural change.

You will work closely with senior leaders, operational teams, HR, and external partners to improve employee capability, customer outcomes, and overall business performance.

Key Responsibilities

Learning & Capability Development

• Develop and implement learning and development strategies aligned to business goals

• Identify capability gaps and design engaging, practical learning solutions

• Deliver programmes including leadership development, compliance training, customer experience, and product capability

• Create onboarding and continuous development pathways for key roles

• Measure learning effectiveness, behavioural change, and adoption

• Design reinforcement strategies including coaching tools and manager support

Continuous Improvement & Quality

• Lead continuous improvement initiatives using Lean, Six Sigma, Kaizen, and Agile methodologies

• Identify process inefficiencies and performance gaps using data-driven analysis

• Facilitate workshops, root cause analysis, and problem-solving sessions

• Develop and maintain Quality Assessment frameworks across customer interaction channels

• Analyse quality trends and partner with operational leaders to improve performance and customer outcomes

Stakeholder Management

• Partner with senior leaders, HR, operational teams, and external providers

• Communicate progress, insights, and improvement outcomes across the business

What We’re Looking For

• Experience in Learning & Development, Continuous Improvement, Operational Excellence, or Quality roles

• Strong knowledge of adult learning principles and change management practices

• Experience driving behavioural change and performance improvement

• Excellent facilitation, communication, and stakeholder management skills

• Strong analytical and problem-solving capability

• Experience working within insurance, financial services, contact centres, or regulated environments is desirable

Why Join Us?

• Opportunity to shape learning, quality, and continuous improvement across the organisation

• Collaborative and supportive culture

• High-impact role with strong visibility across the business

Apply Now

If you are passionate about developing people, improving performance, and driving meaningful change, we’d love to hear from you.