I'm seeking either a customer success role, or managing a customer-facing team. I'm also open to training and Quality roles within customer support.
Looking for a job
Lily Bracken
@lilybracken
Multidisciplinary instructional, graphic and e-learning designer focused on human-centered learning.
SpainWhat I'm looking for
Creative and commercially minded professional with 5+ years of experience across customer success, learning & development, training, and technology. I’m passionate about creating meaningful experiences, solving problems, and helping people get the most out of products and services. Originally from Ireland, now based in Barcelona, with a strong interest in creativity, product, AI, and continuous learning.
Experience
Work history, roles, and key accomplishments
EG
Current
Learning Expert & Designer
Europcar Mobility Group
Jan 2024 - Present (2 years 9 months)
Created interactive e-learning modules, microlearning, and gamified content to simplify complex technical topics and improve learner engagement. Designed animated explainers and UX-style workflows to translate technical language into clear learning experiences.
CO
Tools & Apps Quality Analyst
Concentrix
Jan 2022 - Jan 2024 (2 years)
Designed and delivered onboarding programs and assessments blending technical, process, and soft skills to drive retention and performance. Produced audit reports and insights to improve quality and inform team development.
WE
Customer Experience Advisor
Webhelp
Jan 2021 - Jan 2022 (1 year)
Resolved escalated customer cases and delivered training on soft skills and difficult conversations to support team development. Identified service gaps and process improvements through audits and CRM-based performance tracking.
Education
Degrees, certifications, and relevant coursework
UN
Unknown
Certificate, Instructional Design / E-learning
2021 - 2021
Completed a certificate or coursework in Barcelona in 2021 related to learning design and creative tools (dates and exact credential not specified).
UN
Unknown
Certificate, Contemporary Art
2016 - 2016
Completed Contemporary Art Certificate in Galway, focusing on contemporary art practices and visual experimentation.
UN
Unknown
Certificate, Teaching English as a Foreign Language; Graphic Design
2013 - 2016
Completed TEFL Certificate and Graphic Design Certificate in Ireland between 2013 and 2016, focusing on language teaching and visual design skills.
Tech stack
Software and tools used professionally
Availability
Looking for a job
Location
SpainAuthorized to work in
Portfolio
lilyalisonportfolioyay.my.canva.siteSocial media
Job categories
Skills
Instructional DesignE LearningMicrolearningGamificationDesign ThinkingStorytellingAssessment DesignCoachingAudit ReportingGoogle WorkspaceMicrosoft OfficeAdobe Creative SuiteCanvaFigmaMiroGeniallyWebflowStorysetAnimakerMentimeterServiceNowJiraPerformance MonitoringCustomer SuccessCustomer SupportCustomer Success ManagementCustomer OnboardingCustomer Retention
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