About the Role

Finsure is looking for an experienced Instructional Designer & Facilitator to help uplift the learning experience for our broker network and internal teams.

This is a hands-on role that balances strong learning design capability with confident training facilitation. You will be responsible for translating complex mortgage, CRM, system, compliance and process information into clear, practical and user-friendly learning that can be delivered at scale.

A key focus of this role will be supporting Finsure’s CRM rebuild and migration program, including the transition of our broker network and internal teams across to the new Metanoia platform. You will create and deliver training content, system walkthroughs, job aids, FAQs, digital modules, recorded resources, self-service materials and practical support tools that help users adopt the new platform with confidence.

You will work closely with Broker Training, Compliance, Operations, Technology, Change, Marketing and Communications teams to design and deliver learning that reflects how work is actually performed in a high-volume, regulated financial services environment.

The role will require you to design and deliver training across multiple related products, workflows and product streams, including app flow, client account functionality, CRM workflows, broker processes and internal support procedures.

A key part of the role will be your ability to cut through complexity and turn technical, system-heavy or process-heavy content into simple, engaging and business-ready learning that brokers and team members can confidently apply.

You will take a multi-modal approach to learning, designing and delivering training through live sessions, recorded content, eLearning modules, self-service resources, quick reference guides, FAQs, in-app support and train-the-trainer materials.

You will also play an important role in measuring training effectiveness, gathering feedback and continuously improving learning content and delivery to support stronger adoption and better business outcomes.

This is a great opportunity for someone who enjoys simplifying complexity, facilitating engaging learning experiences, supporting meaningful business change and creating human-centred training that makes a genuine impact on broker capability, platform adoption and business performance.

What You’ll Be Doing

• Design scalable training approaches for broker and internal team adoption

• Facilitate live, virtual, recorded and workshop-based training sessions

• Develop multi-modal learning content across live, recorded, digital, self-service and in-app formats

• Translate complex mortgage, CRM, system and process information into clear, practical training materials

• Create eLearning modules, job aids, FAQs, quick reference guides, training packs, walkthroughs and instructional videos

• Support CRM migration and adoption across the Finsure broker network and internal teams

• Design and deliver training across multiple related products, workflows and product streams

• Develop process training and train-the-trainer materials for internal teams and large brokerages

• Work closely with SMEs, Change, Marketing, Communications, Technology, Compliance and Operations teams

• Measure training effectiveness and use feedback loops to continually improve content and delivery

• Communicate confidently with leadership, staff, brokers and business stakeholders

What We’re Looking For

• Proven experience in instructional design, learning design, training facilitation or a similar role

• Demonstrated experience designing and delivering training at scale

• Strong facilitation skills across live, virtual and recorded formats

• Experience developing training across multiple related systems, products, workflows or product streams

• Strong ability to translate technical jargon and complex process information into clear, business-ready learning

• Experience creating quick reference guides, FAQs, job aids, walkthroughs, digital modules and training packs

• Experience with multi-modal learning design, including live, recorded, self-service and digital learning

• Experience with learning needs analysis, gap analysis and training effectiveness measurement

• Ability to collaborate with Change, Marketing, Communications, Technology, Compliance and operational teams

• Confident communication style, with the ability to engage leadership, staff and external users with ease

• Strong organisational skills and attention to detail

Highly Desirable

• Experience supporting CRM, platform, system migration or technology adoption programs

• Experience in banking, mortgage broking, lending, financial services or another regulated environment

• Hands-on experience with Articulate 360, including Storyline and/or Rise

• Experience with Camtasia or other video creation tools

• Experience with train-the-trainer programs

• Experience working with a Learning Management System

• Exposure to Adobe Creative Suite, Canva or similar design tools

• Portfolio of instructional design or training facilitation work