Frontline Experience Architect | Training & Service Excellence

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

Benefits offered by this job

Medical, dental, vision coverage

401(k) matching

Paid time off + holidays

Job summary

First Tech Federal Credit Union seeks a senior leader to drive frontline capability programs, including training, quality, knowledge, and career development. You will lead cross-functional teams to align learning initiatives with member experience and regulatory requirements.

The role emphasizes building workforce readiness, improving service performance, and sustaining a culture of accountability and continuous improvement.

Qualifications

• Bachelor’s degree in a related field required; Master’s preferred.
• 7+ years of relevant experience, including significant leadership of multi-functional teams.
• Demonstrated ability to develop enterprise capability-building strategies to improve service culture and performance.

Responsibilities

• Lead strategy and execution of frontline capability development programs (technical, service, EI, career growth).
• Develop enterprise experience training strategy aligned with priorities and service standards.
• Oversee design and effectiveness of learning programs that improve employee capability and member outcomes.
• Establish quality frameworks across frontline interactions and regulatory compliance.
• Partner with Operations, Member Experience, Product, Compliance, and others to align learning with business objectives.
• Drive integration across Experience Training, Readiness, Quality, and Knowledge Management.

Skills

Leadership

Learning & Development

Regulatory & Compliance

Strategic Alignment

Change Management

Education

Bachelor’s degree

Master’s degree preferred

Job description

First Tech Federal Credit Union seeks a senior leader to drive frontline capability programs, including training, quality, knowledge, and career development. You will lead cross-functional teams to align learning initiatives with member experience and regulatory requirements.

The role emphasizes building workforce readiness, improving service performance, and sustaining a culture of accountability and continuous improvement.