Member Experience Training Specialist

Wright-Patt Credit Union Inc.; Beavercreek (OH); On-site; USD 60,000 - 90,000; Full time

Job summary

Wright-Patt Credit Union Inc. is seeking a Member Experience Training Specialist who guides learning from the classroom to real-world impact, boosting partner capability across products, services, financial wellness, and relationship-building.

You will design engaging content, facilitate in-person and virtual sessions, coach frontline teams, and align training with organizational priorities to enhance member experience and performance across the credit union footprint.

Qualifications

• Facilitate and reinforce training programs for frontline staff across channels.
• Design engaging, role-specific content using adult learning principles.
• Partner with leaders to align training with organizational priorities and change initiatives.

Responsibilities

• Facilitates and reinforces Flight Path Training program for Member Experience Representatives, Financial Coaches, and leaders.
• Traveling as needed to observe performance and provide on-the-job coaching.
• Develops training solutions across classroom, virtual, and on-the-job formats using Microsoft tools.
• Conducts training needs analysis and aligns stakeholders to determine learning solutions.
• Performs other duties or special projects as assigned.

Skills

Facilitation

Learning delivery

Coaching

Training needs analysis

Stakeholder alignment

Change management

Tools

PowerPoint

SharePoint

Power Automate

Show Me Assessments

Huddle Kits

Job description

The Member Experience Training Specialist owns the end-to-end learning experience, making sure training connects seamlessly from the classroom to real-world application and meaningful member impact. This role builds learning strategies that strengthen partner capability across products, services, financial wellness, and relationship-building, helping frontline partners deliver personalized, high-quality experiences. Through key learning programs, the role supports partner effectiveness, leadership growth, and overall performance by embedding learning into daily work and evolving training into an experience-based, application-focused model. In close partnership with leaders, the Member Experience Training Specialist aligns training with organizational priorities, supports change efforts, and advances financial well-being for both partners and members.

• 1) Facilitation & Learning Delivery: Facilitates and reinforces the Flight Path Training program for Member Experience Representatives, Financial Coaches, and retail network leaders through both in-person and virtual delivery, ensuring a high-quality, consistent learning experience. Partners with and coaches subject matter experts to strengthen facilitation effectiveness and learning outcomes. (35%)
• 2) Field Support, Trainer Development & On-the-Job Training: Partners with frontline teams, Trainer Mentors, and leaders across the credit union footprint (traveling as needed) to observe performance, provide on-the-job coaching, and reinforce application of training and the member experience. Strengthens partner development and Trainer Mentor effectiveness by advancing the trainer program, enhancing train-the-trainer capabilities, and partnering with leadership to reinforce expectations, drive consistent performance, and build partner capability. (35%)
• 3) Develops comprehensive training solutions by applying adult learning principles to create engaging, role‑specific content across classroom, virtual, and on‑the‑job formats; designs materials using Microsoft tools (PowerPoint, SharePoint, Power Automate); builds instructional graphics and assessments (including Show Me Assessments and Huddle Kits), maintains SharePoint training platforms, and creates member experience toolkits for retail teams while ensuring alignment with mission, vision and purpose as well as financial well‑being. Ensures proper policies, procedures, risk mitigation activities, and operating controls are followed. Reports gaps in policies, procedures, and operating controls to leadership to ensure member impact and risk is mitigated. (15%)
• 4) Conducts comprehensive training needs analysis and stakeholder alignment by partnering with Retail network leadership teams, Organizational Development, Member Experience Governance, other business units to assess performance gaps, gather input across organizational levels, and determine appropriate learning solutions (online, instructor‑led, or blended); serves as a key liaison and information connector to ensure timely, actionable feedback, identifies subject matter experts and source content, and supports change management by collaborating with leadership and the Project Management Office to guide critical training‑related decisions. (10%)
• 5) Other duties or special projects as assigned or requested. (5%)