The pathway
How you actually get there, here
How you become one varies far more by country than what one does. This is the UK route. Most people take one of these ways in; the right one depends on where you're starting from.
- 1
Customer Support Agent
1-2 yearsSkills to master
- Deep product knowledge from troubleshooting, excellent communication (especially explaining complex issues simply), empathy for user struggles, and experience with helpdesk software.
You're ready to move on when
- You're consistently resolving complex customer issues independently.
- You're often asked by colleagues for help with tricky product questions.
- You've taken the initiative to create internal documentation or quick guides for your team.
- 2
Administrative Assistant / Office Manager
1-2 yearsSkills to master
- Exceptional organisational skills, scheduling and logistics management, proficiency with presentation software, experience coordinating events (like training sessions), and a knack for clear internal communication.
You're ready to move on when
- You're the go-to person for organising team events or managing complex calendars.
- You've created clear, professional presentations or documents for senior staff.
- You've demonstrated a keen interest in learning and explaining new internal software.
- 3
Recent Graduate (relevant degree)
0 years (direct entry)Skills to master
- Strong academic record in a relevant field (e.g., Education, Communications, Psychology), excellent research and writing skills, experience with presentations or teaching, and a demonstrable passion for technology and learning.
You're ready to move on when
- You've completed projects involving instructional design or educational content creation.
- You've presented complex information clearly to an audience.
- You've actively sought out internships or extracurriculars related to L&D or tech.


