Assistant Director - Customer

Location: Chicago, IL (Hybrid)
Employment Type: Full-Time

A well-established financial services organization based in Chicago, is seeking an Assistant Director, Customer Education to lead the development and delivery of educational programs for institutional clients and partners.

This role sits within the Customer Experience and Strategy organization and focuses on creating educational initiatives that improve customer understanding of financial products, operational processes, and industry best practices. The position will play a key role in shaping external education strategies, enhancing client engagement, and driving adoption of the organization's offerings.

• Develop, manage, and deliver educational programs focused on financial products, policies, systems, and operational processes.

• Support the execution of customer experience initiatives that improve engagement and satisfaction.

• Provide strategic input into external education priorities and long-term learning strategies.

• Design and implement scalable training initiatives aligned with business objectives.

• Create and maintain high-quality learning materials including presentations, training guides, and digital learning resources.

• Deliver educational sessions through multiple formats including in-person workshops, webinars, and virtual learning environments.

• Expand educational offerings by developing new content and keeping existing materials current.

• Partner with cross-functional teams to ensure consistency in customer education and service delivery.

• Work with internal subject matter experts to develop accurate and impactful training materials.

• Support enterprise initiatives by identifying appropriate training approaches and assisting with program rollout.

• Analyze customer education needs and identify opportunities to improve training effectiveness.

• Track program participation, feedback, and learning outcomes.

• Use data insights and feedback to continuously improve educational content and delivery methods.

• Maintain deep industry knowledge to ensure educational content remains relevant to client needs.

• Continue building expertise in instructional design, facilitation techniques, and financial industry trends.

• Bachelor's degree in Education, Communications, Business Administration, Marketing, or a related field

• 10+ years of experience in corporate training, customer education, or professional development programs

• 3+ years of experience providing thought leadership, guiding organizational priorities, or managing enterprise-level initiatives

• Experience within banking, mortgage lending, or financial services

Experience in residential mortgage lending or banking products, including familiarity with:

• Conventional and government mortgage underwriting guidelines
  (FNMA, FHLMC, FHA, VA, USDA)

• Mortgage servicing operations

• Financial services compliance and regulatory considerations

• Strong communication skills (written, verbal, and presentation)

• Deep understanding of adult learning and instructional design principles

• Experience with learning management systems (LMS), e-learning tools, and presentation software

• Strong organizational, analytical, and project management abilities

• Ability to manage multiple priorities in a fast-paced environment

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