Senior Director, Frontline Experience & Learning Strategy

Digital Federal Credit Union; Marlborough (MA); Hybrid; USD 164,000 - 197,000; Full time

Benefits offered by this job

Health insurance

401(k) match

Paid time off and holidays

Employee pricing on lending products

Job summary

First Tech Federal Credit Union seeks a senior leader to orchestrate enterprise capability-building across frontline teams, blending training, quality, and knowledge management to elevate member experience. You will drive strategy, partner with cross-functional leaders, and shape programs that improve performance and readiness.

The role emphasizes regulatory awareness, change management, and data-driven improvements, with opportunities in Massachusetts and Oregon.

Qualifications

• Bachelor's in Business/Organizational Development/L&D/HR or related; Master's preferred.
• 10+ years in learning and development with leadership experience managing leaders and multi-functional teams.
• Deep expertise in adult learning, instructional design, onboarding, capability frameworks, and multi-modal delivery.
• Proven experience leading training, quality assurance, knowledge management, readiness, or frontline enablement functions.
• Strong business acumen to align learning strategies with organizational priorities, risk, and performance.
• Experience leading large-scale change, transformation, and workforce readiness initiatives.
• Certifications in Change/Knowledge Management (e.g., Prosci, CPTD, Six Sigma) preferred.

Responsibilities

• Lead the strategy and execution of frontline capability development programs across service channels.
• Develop and evolve the enterprise experience training strategy aligned with priorities and standards.
• Oversee design, delivery, and effectiveness of sales, service, and advisory learning programs.
• Establish quality frameworks reinforcing service standards, compliance, empathy, and accuracy.
• Partner with Operations, Member Experience, Product, Compliance, and Workforce Management to align learning with business needs.
• Drive integration across Experience Training, Readiness, Quality, and Knowledge Management for a scalable frontline enablement ecosystem.
• Use quality evaluations, member feedback, and performance data to identify gaps and drive improvements.
• Ensure timely access to accurate knowledge resources to support service delivery.
• Establish performance metrics and assessments for learning outcomes and readiness.
• Lead and develop leaders of training, quality, and knowledge management; foster accountability and collaboration.

Skills

Leadership

Change management

Analytical decision-making

Stakeholder influence

Regulatory/compliance awareness

Education

Bachelor’s degree in Business/Organizational Development/L&D/HR or related

Master’s degree preferred

Job description

First Tech Federal Credit Union seeks a senior leader to orchestrate enterprise capability-building across frontline teams, blending training, quality, and knowledge management to elevate member experience. You will drive strategy, partner with cross-functional leaders, and shape programs that improve performance and readiness.

The role emphasizes regulatory awareness, change management, and data-driven improvements, with opportunities in Massachusetts and Oregon.