Member Experience Learning & Operations Specialist

Broadview FCU; City of Albany (NY); Sur place; USD 60 000 - 74 000; Plein temps

Résumé du poste

Broadview FCU in Albany, NY is seeking a Member Experience Operations Talent Development Specialist to design and deliver onboarding, certification, and ongoing development programs that elevate frontline service and operational excellence.

You will translate processes into engaging learning experiences across in-person and virtual formats, partner with leaders, and measure impact to improve member satisfaction and service standards.

Qualifications

• Bachelor's degree in Education, Organizational Development, Human Resources, Hospitality Management, or related field.
• 2–4 years in Learning & Development, Training, Hospitality Training, or related environment.
• Experience designing and facilitating instructor-led and virtual learning programs.
• Knowledge of adult learning principles and instructional design methodologies.
• Strong facilitation and communication skills with diverse audiences.
• Experience creating learning materials and job aids to support operational consistency and service excellence.
• Ability to collaborate with operational leaders and SMEs in a hospitality-minded approach.
• Proficiency with Microsoft Office and Learning Management Systems.
• Industry certifications such as APTD, CPTD, hospitality or training certifications preferred.
• Willingness to travel occasionally to branches.

Responsabilités

• Develop and facilitate onboarding, certification, recertification, and ongoing development programs for branch and Contact Center teams.
• Create learning solutions across modalities: instructor-led, virtual, e-learning, and simulations.
• Translate procedures, products, and service expectations into practical training with a hospitality focus.
• Deliver hospitality and member experience training reinforcing Broadview standards and member loyalty.
• Evaluate training effectiveness using learner feedback and performance metrics.
• Maintain and update LMS content reflecting process changes and regulatory requirements.

Formation

Bachelor's degree in Education, Organizational Development, Human Resources, Hospitality Management, or related field

Outils

Microsoft Office

Learning Management Systems

Description du poste

Broadview FCU in Albany, NY is seeking a Member Experience Operations Talent Development Specialist to design and deliver onboarding, certification, and ongoing development programs that elevate frontline service and operational excellence.

You will translate processes into engaging learning experiences across in-person and virtual formats, partner with leaders, and measure impact to improve member satisfaction and service standards.