Senior Director, Frontline Training & Experience Strategy

Digital Federal Credit Union; Hillsboro (OR); On-site; USD 164,000 - 197,000; Full time

Benefits offered by this job

Medical/Dental/Vision

401(k) match

Paid time off

Paid holidays

Employee pricing on lending products

Job summary

First Tech Federal Credit Union is seeking a senior leader to drive frontline capability, learning, quality, and knowledge management across service channels. You will shape strategy, oversee program design, and ensure alignment with member experience goals and regulatory requirements.

The role emphasizes cross‑functional collaboration with Operations, Experience, and Compliance teams to elevate workforce readiness and service excellence, while embedding risk considerations in every program.

Qualifications

• Requires 7+ years in learning and development, including leadership experience.
• Experience leading complex, multi‑functional teams.
• Strong knowledge of adult learning, design, onboarding, and multi‑modal delivery.

Responsibilities

• Lead strategy and execution of frontline capability programs across service channels.
• Oversee design, delivery, and effectiveness of training, quality, knowledge, and readiness programs.
• Establish quality frameworks reinforcing service standards and regulatory compliance.
• Partner with Operations, Experience, Product, Compliance, and other leaders to align initiatives.

Skills

Leadership in L&D

Adult learning principles

Instructional design

Change management

Data-driven decision making

Regulatory compliance

Cross-functional collaboration

Performance measurement

Education

Bachelor’s in Business/Related field

Master’s degree preferred

Tools

LMS platforms

Analytics tools

Job description

First Tech Federal Credit Union is seeking a senior leader to drive frontline capability, learning, quality, and knowledge management across service channels. You will shape strategy, oversee program design, and ensure alignment with member experience goals and regulatory requirements.

The role emphasizes cross‑functional collaboration with Operations, Experience, and Compliance teams to elevate workforce readiness and service excellence, while embedding risk considerations in every program.