Director of Frontline Experience & Capability

Digital Federal Credit Union; Chelmsford (MA); On-site; USD 164,000 - 197,000; Full time

Benefits offered by this job

Medical, dental, and vision coverage

Generous 401(k) match

Paid time off & holidays

Employee lending product pricing

Job summary

First Tech seeks a senior leader to shape frontline capability, training, quality, knowledge, and career development programs improving member experiences across service channels. You will collaborate with Operations, Readiness, Knowledge Management, Workforce Management, and Experience leaders to align learning with strategic priorities and evolving business needs.

You will drive enterprise capability-building, establish quality and compliance frameworks, and translate priorities into scalable

Qualifications

• Bachelor's degree or 4 years of related experience.
• 7+ years in learning and development.
• 6+ years of people leadership.

Responsibilities

• Lead frontline capability development programs across service channels.
• Develop and evolve enterprise learning strategy aligned to priorities.
• Oversee design and delivery of learning programs to improve capability and member outcomes.
• Establish quality frameworks reinforcing service standards and compliance.
• Partner with Operations, Member Experience, Product, Compliance, and Workforce Management to align learning with objectives.
• Drive integration across Experience Training, Readiness, Quality, and Knowledge Management.

Skills

Adult learning

Instructional design

Leadership

Change management

Data-driven decisions

Strategic planning

Cross-functional collaboration

Regulatory knowledge

Education

Bachelor's degree in Business/OD/L&D/HR

Master's degree preferred

Job description

First Tech seeks a senior leader to shape frontline capability, training, quality, knowledge, and career development programs improving member experiences across service channels. You will collaborate with Operations, Readiness, Knowledge Management, Workforce Management, and Experience leaders to align learning with strategic priorities and evolving business needs.

You will drive enterprise capability-building, establish quality and compliance frameworks, and translate priorities into scalable