Head of Frontline Experience & Capability Training

First Tech Federal Credit Union; Chelmsford (MA); Presencial; USD 164.000 - 197.000; Tempo integral

Benefícios oferecidos por esta vaga

Healthcare benefits

401(k) match

Paid time off

Paid holidays

Employee pricing on lending products

Resumo da vaga

First Tech Federal Credit Union seeks a senior learning and development leader to shape frontline capability across service channels. You will drive strategy, design, and delivery of training, quality, and knowledge management programs that boost member experiences and workforce readiness.

You will partner with Operations, Experience, Product and Compliance to align programs with regulatory requirements and business priorities while leading a team responsible for training, quality assurance, and

Qualificações

• 7+ years of relevant experience in learning and development.
• 6+ years of experience as a people leader.
• Ability to develop enterprise capability-building strategies.
• Experience leading multi-functional teams and large-scale initiatives.
• Knowledge of adult learning, onboarding, and multi-modal delivery.
• Track record of improving service culture and performance.

Responsabilidades

• Lead strategy and execution of frontline capability programs.
• Develop and evolve enterprise experience training strategy.
• Oversee design, delivery, and effectiveness of learning programs.
• Establish quality frameworks for service standards and compliance.
• Partner with Operations, Product, Compliance, and others to align learning with business needs.
• Drive integration across training, readiness, quality, and knowledge management.
• Use performance data to identify gaps and drive improvements.
• Ensure access to accurate knowledge resources for frontline staff.
• Establish performance measures and reporting for learning outcomes.
• Lead leaders and teams in training, quality, and knowledge management.

Conhecimentos

Adult learning principles

Instructional design

Leadership & coaching

Learning strategy

Knowledge management

Regulatory compliance knowledge

Data-driven decision making

Formação

Bachelor's degree in related field

Master's degree preferred

Descrição da vaga

First Tech Federal Credit Union seeks a senior learning and development leader to shape frontline capability across service channels. You will drive strategy, design, and delivery of training, quality, and knowledge management programs that boost member experiences and workforce readiness.

You will partner with Operations, Experience, Product and Compliance to align programs with regulatory requirements and business priorities while leading a team responsible for training, quality assurance, and