Role Purpose and Key Responsibilities

Role Purpose:

Conceptualise, produce, and manage high-quality audio-visual (AV) content for frontline support, customers and the wider organisation.

Key Responsibilities:

END-TO-END AV CONTENT PRODUCTION: Manage the audiovisual (AV) production process from initial concept and scripting to editing and publishing, ensuring all outputs meet established quality, brand, and accessibility standards

LEARNING CONTENT DEVELOPMENT: Design and deliver engaging training materials—including videos, and screen walkthroughs —to upskill frontline support teams and create customer-focused, self-service AV resources that improve the customer experience

STAKEHOLDER COLLABORATION: Work closely with trainers, customer and retail operations, and customer experience (CX) specialists to identify learning needs, translate them into production briefs, and ensure all content aligns with strategic business objectives

ASSET LIBRARY MANAGEMENT: Oversee a well-organized, version-controlled library of modular AV assets, keeping content up-to-date and ensuring rapid updates in response to evolving processes

PERFORMANCE MONITORING & CONTINUOUS IMPROVEMENT: Track content engagement, completion, and assessment metrics to continually refine content strategy and production methods, driving measurable improvements in learning outcomes

Qualification, Competencies, Knowledge And Experience

Exposure to LMS platforms (e.g., Cornerstone, SABA, TalentLMS, Moodle) and publishing SCORM/xAPI content is highly desirable

Proficiency in video editing software: Adobe Premiere Pro, Final Cut Pro, or DaVinci Resolve

Experience with screen recording and e-learning tools: Camtasia, Articulate Storyline, or Articulate Rise

Working knowledge of motion graphics tools: Adobe After Effects, Adobe Animate, or Canva Pro

Audio production competence: microphone setup, noise reduction, Audition or equivalent DAW tools

Understanding of accessibility standards: closed captioning (SRT/VTT), audio description, WCAG compliance for video

Familiarity with video hosting and distribution platforms (Vimeo, YouTube, SharePoint, or internal IPTV systems)

Storyboarding

Scriptwriting

Audio Mixing

CREATIVE COMMUNICATION: Ability to transform operational information into engaging, human-centred narratives for both frontline learners and customers

PROJECT & TIME MANAGEMENT: Skilled in handling multiple productions simultaneously, proactively meeting deadlines, and communicating changes or risks effectively to stakeholders

INSTRUCTIONAL DESIGN & COLLABORATION: Applies adult learning principles to create impactful content, works effectively with cross-functional teams, and collaborates with subject matter experts

QUALITY & ATTENTION TO DETAIL: Delivers high-quality AV outputs with precision in audio, visuals, captions, and brand consistency, continuously improving materials based on data and feedback

• Manage the audiovisual (AV) production process from initial concept and scripting to editing and publishing, ensuring all outputs meet established quality, brand, and accessibility standards
• Design and deliver engaging training materials—including videos, and screen walkthroughs —to upskill frontline support teams and create customer-focused, self-service AV resources that improve the customer experience
• Work closely with trainers, customer and retail operations, and customer experience (CX) specialists to identify learning needs, translate them into production briefs, and ensure all content aligns with strategic business objectives
• Oversee a well-organized, version-controlled library of modular AV assets, keeping content up-to-date and ensuring rapid updates in response to evolving processes
• Track content engagement, completion, and assessment metrics to continually refine content strategy and production methods, driving measurable improvements in learning outcomes

• Proficiency in video editing software: Adobe Premiere Pro, Final Cut Pro, or DaVinci Resolve
• Experience with screen recording and e-learning tools: Camtasia, Articulate Storyline, or Articulate Rise
• Working knowledge of motion graphics tools: Adobe After Effects, Adobe Animate, or Canva Pro
• Audio production competence: microphone setup, noise reduction, Audition or equivalent DAW tools
• Understanding of accessibility standards: closed captioning (SRT/VTT), audio description, WCAG compliance for video
• Familiarity with video hosting and distribution platforms (Vimeo, YouTube, SharePoint, or internal IPTV systems)
• Storyboarding
• Scriptwriting
• Audio Mixing
• Creative Communication
• Project & Time Management
• Instructional Design & Collaboration
• Quality & Attention to Detail

• Exposure to LMS platforms (e.g., Cornerstone, SABA, TalentLMS, Moodle) and publishing SCORM/xAPI content is highly desirable