Summary
Overview
Work history
Education
Skills
Interests
Timeline
Teacher

Jusna Begum

Summary

Experienced and innovative Learning & Development professional with a proven track record in training delivery, stakeholder engagement, and operational leadership. Over 20 years of experience spanning public and private sectors including Transport for London and Match Group. Adept at designing and facilitating inclusive, engaging training programmes across in-person, virtual, and blended formats. Specialist in onboarding, competency-based assessment, conflict resolution, and coaching. Passionate about driving continuous improvement and fostering inclusive learning environments that reflect organisational values.

Overview

28
28
years of professional experience

Work history

Quality Assurance, Training & Development Lead

Transport for London (via Reed)
Endeavour Square, London, UK
12.2019 - 04.2025
  • Lead the Training & Development function for the Licensing Applications department, overseeing a team of 14 trainers and QA officers and providing L&D support to over 90 licensing officers
  • Designed and delivered bespoke onboarding programmes and technical product training, aligned with regulatory standards and TfL business priorities
  • Implemented a blended learning model to support large-scale departmental software migration for 280+ employees
  • Introduced conflict resolution workshops that were adopted across wider TfL departments in collaboration with HR Change Management
  • Authored and implemented competency-based e-assessments and recruitment tools, presented successfully to senior leadership
  • Conducted skills gap analyses and created structured development pathways through a bespoke staff matrix
  • Quality-assured training materials and operational casework to ensure alignment with regulatory, legal, and procedural frameworks
  • Promoted inclusive, reflective learning environments and contributed to organisational culture through coaching and mentoring

Contactless Payments Case Officer

Transport For London (via Hays)
North Greenwich, London, UK
03.2019 - 12.2019
  • Managed and resolved complex customer cases with focus on regulatory compliance and high-quality customer experience
  • Provided ad-hoc training support for onboarding and new process rollouts

UK & Vendor Customer Service Manager

Match Group
Strand, London, UK
05.2007 - 05.2015
  • Designed and delivered training and onboarding programmes across multiple international sites (UK, Morocco, Malta, Mauritius)
  • Implemented GDPR-aligned training frameworks and documentation, improving efficiency and compliance
  • Introduced growth mindset and emotional intelligence coaching, enhancing team performance and resilience
  • Coordinated major operational transition, including recruitment, onboarding, and cultural training of new teams
  • Led the team to win 'UK Customer Service of the Year 2014' and finalist in Customer Innovation and Hospitality Awards

Various Management, Tutoring, and Admin Roles

Including RBS Head Office, Dorothy Perkins (Acadia
01.1997 - 01.2007
  • Including RBS Head Office, Dorothy Perkins (Arcadia), Wallis, and A Team Arts

Education

BA (Hons) - Design Technology for the Fashion Industry – Menswear

London College of Fashion

HND - Surface Textiles

London College of Fashion

GNVQ Advanced - Art & Design

City of Westminster College

GCSE's - General Education

Mulberry School For Girls

Skills

  • Learning & Development Strategy
  • Facilitation & Presentation (Virtual & In-person)
  • Competency-based Assessment Design
  • Inclusive & Adaptive Training Delivery
  • Conflict Resolution & Emotional Intelligence
  • Stakeholder Engagement & Coaching
  • Recruitment & Onboarding Processes
  • Blended Learning & Knowledge Transfer
  • Data-Driven Evaluation & Reporting
  • Policy & Legislative Compliance
  • Customer Relationship Management Systems
  • Microsoft Office Suite
  • Organisational Aptitude
  • Interpersonal Communication

Interests

Creative design, interior styling, upholstery and upcycling. Avid traveller with 82 countries visited, open to national and international L&D engagements. Passionate about cultural exchange, mentoring, and continuous personal development.

Timeline

Quality Assurance, Training & Development Lead

Transport for London (via Reed)
12.2019 - 04.2025

Contactless Payments Case Officer

Transport For London (via Hays)
03.2019 - 12.2019

UK & Vendor Customer Service Manager

Match Group
05.2007 - 05.2015

Various Management, Tutoring, and Admin Roles

Including RBS Head Office, Dorothy Perkins (Acadia
01.1997 - 01.2007

BA (Hons) - Design Technology for the Fashion Industry – Menswear

London College of Fashion

HND - Surface Textiles

London College of Fashion

GNVQ Advanced - Art & Design

City of Westminster College

GCSE's - General Education

Mulberry School For Girls
Jusna Begum