Member Experience Operations Talent Development Specialist

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

Summary of Role:

The Member Experience Operations Talent Development Specialist is responsible for facilitating and sustaining learning solutions that prepare Member Experience team members to deliver exceptional service experiences with operational excellence, confidence, and consistency. This role supports onboarding, certification, hospitality training, and ongoing development initiatives that strengthen frontline performance, reinforce service standards, and elevate the overall member experience.

Working closely with the Director, Member Experience Operational Training, operational leaders, and subject matter experts, this role translates operational processes, service expectations, and hospitality principles into engaging learning experiences that support employee readiness and member satisfaction.

Essential Job Functions/Responsibilities:

• Develop and facilitate onboarding, certification, recertification, and ongoing development programs for branch and Contact Center team members, building both operational excellence and a hospitality-first mindset.
• Create engaging learning solutions across multiple modalities, including instructor-led training, virtual facilitation, e-learning, job aids, simulations, and coaching resources that support exceptional member experiences.
• Partner with branch, contact center, operations, quality, and business leaders to translate procedures, products, systems, compliance requirements, and service expectations into practical, learner-focused training.
• Deliver hospitality and member experience training that reinforces Broadview service standards, member advocacy, relationship-building skills, and values-based behaviors that drive member loyalty and trust.
• Develop immersive learning experiences, including role plays, simulations, and scenario-based exercises, that strengthen service recovery, problem-solving, first-contact resolution, and confidence in member interactions.
• Support the administration and continuous improvement of certification and recertification programs, ensuring branch and Contact Center team members demonstrate consistent operational accuracy, service excellence, and readiness.
• Evaluate training effectiveness through learner feedback, quality assessments, operational performance metrics, and member experience measures, leveraging insights to enhance learning outcomes and hospitality standards.
• Maintain and continuously update learning content within the Learning Management System (LMS), ensuring training reflects process changes, system enhancements, regulatory requirements, and evolving member expectations.
• Collaborate with leaders across Member Experience and Talent Development to identify performance opportunities, implement targeted learning solutions, and reinforce a culture where exceptional employee experiences enable exceptional member experiences.
• Contribute to reports and key learning metrics, including onboarding effectiveness, certification completion, learner readiness, service quality, and member satisfaction, while serving as a mentor and resource to trainers, SMEs, and training champions and staying current on hospitality, service, and adult learning best practices.
• Champion a culture of continuous learning by serving as an ambassador for learning, maintaining a growth mindset, pursuing ongoing professional development, and leveraging emerging L&A trends and best practices in instructional design.

Minimum Qualifications:

• Bachelor's degree in Education, Organizational Development, Human Resources, Hospitality Management, or related field preferred OR equivalent combination of education and experience, including two (2) to four (4) years of experience in Learning & Development, Training, Hospitality Training, Operations Training, Member Experience, Retail Banking, Contact Center, or a related environment.
• 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, subject matter experts, 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.

Compensation:

$60,329 to $73,903 annually, plus a competitive benefits package.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other status protected by applicable law.

Broadview FCU is committed to ensuring individuals with disabilities and/or those whohave special needs participate in the workforce and are afforded equal opportunity to apply and compete for jobs. If you would like to contact us regarding the accessibility of our Website or need assistance completing the application process, please contact us at [e-mail]