Head of Frontline Experience & Training

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

Benefits offered by this job

Medical, dental, vision

401(k) match

Paid time off

Paid holidays

Lending product pricing

Job summary

First Tech Federal Credit Union is seeking a senior learning and development leader to drive frontline capability, training strategy, and knowledge management across service channels. The role partners with Operations, Experience, Product, Compliance, and Workforce Management to align programs with organizational priorities and member outcomes.

The position emphasizes leadership of training forces, quality assurance, and regulatory readiness, with a focus on ensuring workforce readiness and

Qualifications

• Bachelor’s degree or 4 additional years of relevant experience in lieu of a degree.
• 7 years of relevant experience, including 6 years as a people leader.
• 10+ years of progressively responsible experience in learning and development, including leadership of leaders and multi-functional teams.
• Demonstrated ability to develop enterprise capability-building strategies aligning to service culture and performance.

Responsibilities

• Lead the strategy and execution of frontline capability development programs.
• Develop and evolve the enterprise experience training strategy.
• Oversee design, delivery, and effectiveness of learning programs across service channels.
• Establish quality frameworks reinforcing service standards and compliance.
• Partner with Operations, Member Experience, Product, Compliance, and Workforce Management to align learning with business goals.
• Drive integration across Experience Training, Readiness, Quality, and Knowledge Management functions.
• Use data from quality evaluations and feedback to identify capability gaps and drive improvements.
• Ensure timely access to knowledge resources for effective service delivery.
• Establish performance measures and reporting for learning outcomes and readiness.

Skills

People leadership

Learning strategy

Analytical skills

Regulatory awareness

Change management

Education

Bachelor’s degree

Master’s degree preferred

Tools

Prosci

CPTD

KCS

Six Sigma

Job description

First Tech Federal Credit Union is seeking a senior learning and development leader to drive frontline capability, training strategy, and knowledge management across service channels. The role partners with Operations, Experience, Product, Compliance, and Workforce Management to align programs with organizational priorities and member outcomes.

The position emphasizes leadership of training forces, quality assurance, and regulatory readiness, with a focus on ensuring workforce readiness and