Director of Frontline Experience & Capability Training

First Tech Federal Credit Union; Marlborough (MA); On-site; USD 164,000 - 197,000; Full time

Benefits offered by this job

Medical, Dental, Vision insurance

401(k) match

Paid time off and sick leave

Paid federal holidays

Employee pricing on lending products

Job summary

First Tech Federal Credit Union is seeking a senior leader to direct frontline capability, experience training, quality, knowledge management, and career development programs. You will drive strategy, scalability, and cross-functional execution with Operations, Compliance, and Product leaders.

The role emphasizes data-driven decision making, regulatory alignment, and serving as a change agent to elevate member experiences and workforce readiness across the enterprise.

Qualifications

• Bachelor’s degree or 4 additional years of relevant experience; advanced degree preferred.
• 10+ years in L&D, training, organizational effectiveness, or related disciplines.
• Experience leading multi-functional teams and enterprise capability-building strategies.
• Strong knowledge of adult learning, instructional design, onboarding, and multi-modal delivery.

Responsibilities

• Lead frontline capability development programs across service channels.
• Develop and evolve enterprise experience training strategy aligned with priorities.
• Oversee design and delivery of learning programs improving capability and outcomes.
• Establish quality frameworks and regulatory compliance in frontline interactions.
• Partner with key leaders to align learning with business objectives.

Skills

Leadership

Strategic planning

Adult learning principles

Instructional design

Change management

Data-driven decision making

Education

Bachelor’s degree in Business, Organizational Development, Learning & Development, Education, Human Resources, or related field

Master’s degree preferred

Tools

Prosci

CPTD

KCS

Six Sigma

Job description

First Tech Federal Credit Union is seeking a senior leader to direct frontline capability, experience training, quality, knowledge management, and career development programs. You will drive strategy, scalability, and cross-functional execution with Operations, Compliance, and Product leaders.

The role emphasizes data-driven decision making, regulatory alignment, and serving as a change agent to elevate member experiences and workforce readiness across the enterprise.