Head of Frontline Experience Training

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

Benefits offered by this job

Medical, dental, and vision

401(k) match

Paid time off

Paid holidays

Loan pricing

Job summary

First Tech Federal Credit Union is seeking a senior leader to steer frontline capability programs, aligning training, quality, knowledge, and career development with organizational goals across service channels. You will work cross-functionally to elevate member experiences, confidence, and service excellence while driving workforce readiness.

Responsibilities include shaping learning strategies, managing enterprise capability initiatives, and embedding regulatory requirements into programs.

Qualifications

• 10+ years in learning and development with leadership experience.
• Proven ability to drive enterprise capability-building strategies.

Responsibilities

• Lead strategy and execution of frontline capability development programs.
• Oversee design, delivery, and effectiveness of learning programs.
• Establish quality frameworks across frontline interactions.
• Partner with Operations, Member Experience, Product, Compliance, Workforce Management, and other leaders.
• Drive integration across Experience Training, Readiness, Quality, and Knowledge Management.
• Translate strategic priorities into capability-building initiatives.
• Embed regulatory, risk, and control requirements into frontline programs.

Skills

Adult learning principles

Instructional design

Change management

Leadership of large teams

Data-driven decisions

Regulatory/compliance knowledge

Influence senior leaders

Performance measurement

Education

Bachelor’s degree in Business/OD/LD/Education/HR or related field

Master’s degree preferred

Job description

First Tech Federal Credit Union is seeking a senior leader to steer frontline capability programs, aligning training, quality, knowledge, and career development with organizational goals across service channels. You will work cross-functionally to elevate member experiences, confidence, and service excellence while driving workforce readiness.

Responsibilities include shaping learning strategies, managing enterprise capability initiatives, and embedding regulatory requirements into programs.