Member Experience Learning & Certification Lead

Broadview Federal Credit Union; City of Albany (NY); On-site; USD 60,000 - 74,000; Full time

Job summary

Broadview Federal Credit Union is seeking a Member Experience Operations Talent Development Specialist to design and deliver onboarding, certification, and ongoing development for Branch and Contact Center teams. You will create multi-modal training, including simulations and coaching, to elevate hospitality and service standards.

You will partner with leaders to translate processes and compliance into practical training, measure effectiveness, and continuously improve programs while maintaining

Qualifications

• Experience designing and facilitating instructor-led and virtual learning programs.
• Knowledge of adult learning principles and instructional design methodologies.
• Strong facilitation, presentation, and communication skills with the ability to engage diverse audiences.
• Experience designing and developing learning materials and job aids that support operational consistency and service excellence.
• Ability to build collaborative relationships with operational leaders, SMEs, and cross-functional partners, fostering trust and partnership through a hospitality-minded approach.
• Strong organizational skills with the ability to manage multiple projects and priorities simultaneously.
• Experience measuring training effectiveness and using feedback and performance data to improve learning outcomes.
• Proficiency with Microsoft Office applications and Learning Management Systems.
• Industry certifications such as APTD, CPTD, hospitality certifications, or training certifications preferred.
• Ability to travel occasionally to branches and operational locations as needed.

Responsibilities

• Develop and facilitate onboarding, certification, recertification, and ongoing development programs for branch and Contact Center teams.
• Create learning solutions across modalities including ILT, virtual, e-learning, job aids, simulations, and coaching resources.
• Partner with leaders to translate procedures, products, systems, compliance, and service expectations into practical training.
• Deliver hospitality and member experience training reinforcing Broadview service standards and loyalty.
• Develop immersive learning experiences with role plays, simulations, and scenario-based exercises.
• Support administration and improvement of certification programs ensuring readiness and consistency.
• Evaluate training effectiveness using learner feedback, quality metrics, and member experience measures.
• Maintain LMS content reflecting process changes, regulatory requirements, and evolving expectations.
• Collaborate to identify performance opportunities and reinforce a culture of exceptional member experiences.
• Contribute to reports and metrics; mentor trainers and stay current on L&A trends.

Skills

Adult learning principles

Instructional design

Facilitation

Training design

Stakeholder collaboration

Multi-project management

Learning analytics

MS Office

Education

Bachelor's degree in Education/Organizational Development/HR/Hospitality

Tools

LMS (Learning Management System)

Microsoft Office

Job description

Broadview Federal Credit Union is seeking a Member Experience Operations Talent Development Specialist to design and deliver onboarding, certification, and ongoing development for Branch and Contact Center teams. You will create multi-modal training, including simulations and coaching, to elevate hospitality and service standards.

You will partner with leaders to translate processes and compliance into practical training, measure effectiveness, and continuously improve programs while maintaining