Member Experience Training Specialist

SilkRoad; Beavercreek (OH); On-site; USD 70,000 - 100,000; Full time

Job summary

SilkRoad seeks a Member Experience Training Specialist to support new hires across markets in Cincinnati, Dayton, and Columbus, traveling to onboarding sites as needed. The role owns the end-to-end learning experience, embedding training into daily work to elevate member experience.

You will design engaging training using adult-learning principles, deliver via in-person and virtual formats, and partner with leaders to align programs with financial well-being and organizational priorities.

Qualifications

• Facilitation and learning delivery skills.
• Field support and on-the-job coaching.
• Developing training solutions using adult learning principles.

Responsibilities

• Facilitates the Flight Path Training program for various roles in-person and virtually.
• Traveling to markets to observe performance and coach frontline teams.
• Designs materials using PowerPoint, SharePoint, and Power Automate; builds toolkits and assessments.

Job description

**The Member Experience Training Specialist will support new hires in Member Centers in all of our markets, as part of our new hire onboarding process. This would include traveling to all of our markets in Cincinnati, Dayton, Columbus. ***

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%)