Head of Frontline Experience & 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 coverage

401(k) match

Paid time off

Paid holidays

Employee lending discounts

Job summary

First Tech Federal Credit Union is seeking a senior leader to design and drive enterprise learning and capability-building for frontline teams. You will align training, quality, knowledge, and career development with organizational priorities and member experience goals.

You’ll partner with Operations, Experience, Compliance, and Product to deliver scalable programs, measure impact, and accelerate workforce readiness while maintaining regulatory alignment and risk controls.

Qualifications

• Bachelor’s degree in Business, Organizational Development, Learning & Development, Education, Human Resources, or related field required; Master’s degree preferred.
• 10+ years of progressively responsible experience in learning and development, including leadership experience.
• Ability to translate strategy into enterprise capability-building initiatives.

Responsibilities

• Lead frontline capability development programs across service channels.
• Develop and evolve the enterprise experience training strategy.
• Oversee design, delivery, and effectiveness of learning programs to improve performance.

Skills

Adult learning

Instructional design

Onboarding programs

Capability frameworks

Multi-modal learning

Change management

Leadership development

Learning analytics

Stakeholder management

Education

Bachelor’s degree in related field

Master’s degree preferred

Job description

First Tech Federal Credit Union is seeking a senior leader to design and drive enterprise learning and capability-building for frontline teams. You will align training, quality, knowledge, and career development with organizational priorities and member experience goals.

You’ll partner with Operations, Experience, Compliance, and Product to deliver scalable programs, measure impact, and accelerate workforce readiness while maintaining regulatory alignment and risk controls.