Regional Learning & Development Manager, Queensland

Regional Learning & Development Manager, Queensland

We are seeking an experienced Regional Learning & Development Manager to lead capability development across The Star Brisbane and The Star Gold Coast.

This role is responsible for designing, implementing and delivering learning and organisational development initiatives that strengthen leadership capability, onboarding and customer service culture. Working closely with senior leaders and People & Culture teams, you will ensure learning programs support current priorities and future capability needs.

A key focus of this position is driving customer service excellence. We are looking for someone who has successfully developed and implemented customer service or guest experience programs within a large hospitality, entertainment, tourism, retail or similarly service-focused organisation.

What you'll be doing

• Drive the uplift of customer service and guest experience capability across Queensland operations.
• Review and enhance learning programs to support business priorities and service excellence.
• Design, deliver and evaluate leadership development, onboarding, compliance and capability programs.
• Partner with leaders and People & Culture teams to identify capability gaps and implement learning solutions.
• Conduct training needs analyses and recommend future learning initiatives.
• Facilitate engaging learning experiences across diverse operational environments.
• Monitor program effectiveness and drive continuous improvement.
• Ensure learning activities meet regulatory, legal and workplace requirements.
• Manage external learning providers and stakeholders to deliver business outcomes.

What we're looking for

You are an experienced Learning & Development professional who can translate business priorities into practical learning solutions that build capability, strengthen leadership and improve customer outcomes.

You will bring:

• Experience designing and implementing learning and development strategies in a large, customer-focused organisation.
• A proven track record of improving service capability and customer experience.
• Strong facilitation and stakeholder engagement skills.
• Experience managing learning projects across multiple business areas or locations.
• Knowledge of organisational development principles and contemporary learning practices.
• The ability to thrive in a fast-paced environment with changing priorities.
• Relevant tertiary qualifications in organisational development, psychology, change management, human resources or a related discipline.

You'll thrive in this role if you

• Are passionate about building a sustainable service culture.
• Can connect learning outcomes to customer experience and business performance.
• Enjoy balancing strategy, facilitation and hands-on implementation.
• Bring energy, credibility and accountability.

We're all about inclusion

At The Star, we are committed to creating a diverse, inclusive and equitable workplace where authenticity and our values guide everything we do. We welcome applications from people of all backgrounds and are proud to be recognised as a WGEA Employer of Choice for Gender Equality and a Platinum Employer by the Australian Workplace Equality Index.

Ready to make an impact?

For questions about the role, please contact [email protected].

Apply now and help shape the leadership capability, customer service culture and learning experience across Queensland.