Senior Director, Frontline Training & Experience

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

Benefits offered by this job

Medical, dental, vision coverage

401(k) match

Paid time off and holidays

Employee pricing on lending products

Job summary

First Tech Federal Credit Union is seeking a senior leader to drive enterprise learning, quality, knowledge management, and readiness. You will partner across Operations, Product, Compliance, and Experience to align capability-building with strategic priorities and regulatory requirements.

The role focuses on designing multi-modal learning, leading leaders, and shaping workforce readiness to deliver exceptional member experiences across channels.

Qualifications

• Bachelor’s degree in Business, Organizational Development, Learning & Development, Education, Human Resources, or related field.
• Master’s degree is preferred.
• 10+ years of progressively responsible experience in learning and development.
• Significant leadership experience managing leaders and multi-functional teams.

Responsibilities

• Lead strategy and execution of frontline capability development programs across service channels.
• Oversee enterprise experience training strategy aligning with priorities and standards.
• Manage design, delivery, and effectiveness of learning programs to improve capability and service outcomes.
• Establish quality frameworks for service standards, compliance, empathy, and accuracy.
• Partner with Operations, Experience, Product, Compliance, and Workforce Management to align initiatives.
• Drive integration across Experience Training, Readiness, Quality, and Knowledge Management.
• Use quality evaluations and business data to identify capability gaps and drive improvement.
• Ensure timely access to knowledge resources for effective service delivery.
• Establish metrics and reporting to evaluate learning outcomes and readiness.
• Lead and develop leaders and teams driving training, quality, and knowledge management.

Skills

Leadership agility

L&D strategy

Stakeholder management

Change management

Adult learning

Instructional design

Knowledge management

Regulatory compliance

Analytics & metrics

Workforce readiness

Education

Bachelor's degree in Business/Organizational Development/HR

Master’s degree preferred

10+ years in learning & development

Leadership of multiple teams

Job description

First Tech Federal Credit Union is seeking a senior leader to drive enterprise learning, quality, knowledge management, and readiness. You will partner across Operations, Product, Compliance, and Experience to align capability-building with strategic priorities and regulatory requirements.

The role focuses on designing multi-modal learning, leading leaders, and shaping workforce readiness to deliver exceptional member experiences across channels.