Senior Director, Frontline Experience & Training

First Tech Federal Credit Union; Marlborough (MA); On-site; USD 164,000 - 197,000; Full time

Benefits offered by this job

Traditional medical insurance

Dental coverage

Vision coverage

401(k) match

Paid time off

Paid holidays

Special employee pricing

Job summary

First Tech Federal Credit Union seeks a senior leader to build frontline capability by delivering strategy and execution of experience training, quality, knowledge, and career development programs that enhance member trust and service excellence. You will work cross-functionally with Operations, Readiness, Knowledge Management, and Experience leaders to align initiatives with business priorities.

The role requires 7+ years in learning and development with a strong track record in leadership,

Qualifications

• Bachelor’s degree or 4 additional years of relevant experience required; Master’s degree preferred.
• 7+ years of relevant experience, including 6 years as a people leader.
• Experience in enterprise capability-building strategies for service culture and workforce readiness.
• Expertise in adult learning principles, instructional design, onboarding, and multi-modal delivery.
• Proven track record leading training, quality, knowledge management, readiness, and frontline enablement.

Responsibilities

• Lead strategy and execution of frontline capability development programs.
• Develop and evolve the enterprise experience training strategy to align with priorities.
• Oversee design, delivery, and effectiveness of learning programs across service channels.
• Establish quality frameworks covering service standards, compliance, empathy, and problem solving.
• Partner with Operations, Member Experience, Product, Compliance, and others to align learning with business needs.
• Drive integration across Experience Training, Readiness, Quality, and Knowledge Management.
• Use quality evaluations and workforce data to identify gaps and drive improvements.
• Ensure access to accurate knowledge resources for frontline staff.
• Establish performance measures and assessments of learning outcomes.
• Lead and develop leaders responsible for training, quality, and knowledge management.
• Translate strategic priorities into capability-building initiatives for readiness and proficiency.
• Embed regulatory, risk, and control requirements into frontline programs.

Skills

People leadership

Learning & development

Instructional design

Adult learning

Regulatory knowledge

Change management

Data-driven decisions

Education

Bachelor’s degree in Business, Organizational Development, Learning & Development, Education, Human Resources, or related field

Master’s degree preferred

Tools

Prosci

KCS

Job description

First Tech Federal Credit Union seeks a senior leader to build frontline capability by delivering strategy and execution of experience training, quality, knowledge, and career development programs that enhance member trust and service excellence. You will work cross-functionally with Operations, Readiness, Knowledge Management, and Experience leaders to align initiatives with business priorities.

The role requires 7+ years in learning and development with a strong track record in leadership,