Head of Frontline Experience & Training Strategy

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

Benefits offered by this job

Medical, dental, and vision coverage

Generous 401(k) match

Paid Time Off and holidays

Job summary

First Tech Federal Credit Union seeks an experienced leader to design and scale frontline capability programs across service channels, improving employee proficiency and member outcomes. You’ll shape enterprise training strategy and align initiatives with compliance and business priorities.

Lead cross-functional teams across Operations, Member Experience, Product, and Knowledge Management to drive learning, quality, and readiness.

Qualifications

• Bachelor’s degree or 4 additional years of experience in lieu of a degree; advanced degree is preferred.
• 10+ years of progressively responsible experience in learning and development, training, organizational effectiveness, customer experience, or related disciplines, including leadership.
• Demonstrated ability to develop and execute enterprise capability-building strategies that improve service culture and performance.
• Deep expertise in adult learning principles, instructional design, onboarding programs, and multi-modal learning delivery.

Responsibilities

• Lead strategy and execution of frontline capability development programs across service channels.
• Develop and evolve enterprise experience training strategy aligned with priorities and standards.
• Oversee design, delivery, and effectiveness of learning programs improving capability and outcomes.
• Establish quality frameworks reinforcing service standards, compliance, empathy, and problem solving.
• Partner with Operations, Member Experience, Product, Compliance, and others to align learning with business needs.
• Drive integration across Experience Training, Readiness, Quality, and Knowledge Management.
• Use quality evaluations and feedback to identify gaps and inform improvements.
• Ensure access to accurate knowledge resources for effective service delivery.

Skills

Adult learning principles

Instructional design

Leadership experience

Change management

Data-driven decision making

Regulatory/compliance knowledge

Cross-functional collaboration

Performance measurement

Education

Bachelor’s degree in Business, Organizational Development, Learning & Development, Education, Human Resources, or related field

Master’s degree preferred

Tools

Learning Management Systems

Knowledge management platforms

Job description

First Tech Federal Credit Union seeks an experienced leader to design and scale frontline capability programs across service channels, improving employee proficiency and member outcomes. You’ll shape enterprise training strategy and align initiatives with compliance and business priorities.

Lead cross-functional teams across Operations, Member Experience, Product, and Knowledge Management to drive learning, quality, and readiness.