Director, Member Experience Training

Summary

The Director of Member Experience Training is responsible for developing the workforce capabilities required to deliver consistent, exceptional member experiences across all channels and markets. This role leads enterprise learning strategies that drive employee performance, operational excellence, regulatory readiness, and organizational growth while ensuring a consistent member experience across a geographically dispersed workforce.

Duties & Responsibilities

Strategic Learning & Development

• Develop and execute long-term member experience learning and development strategies that support organizational growth, employee capability building, and exceptional member experiences across a national footprint.• Lead the creation of innovative and scalable training programs focused on member service, sales effectiveness and operational excellence.• Partner with leaders, business units, and Human Resources to identify current and future capability needs and develop targeted learning solutions.• Establish and monitor key performance indicators (KPIs) to measure training effectiveness, employee performance outcomes, and business impact.• Ensure training strategies support organizational change initiatives, technology adoption, and evolving business priorities.• Lead learning and readiness strategies for enterprise change initiatives, ensuring employees are prepared to successfully adopt new systems, processes, products, and service models.

Stakeholder Partnership & Business Alignment

• Partner with Member Experience, Retail, Contact Center, and Operations leaders to identify service opportunities and develop learning strategies that improve member satisfaction, employee effectiveness and drive measurable results.• Collaborate closely with business leaders to align learning initiatives with operational goals, member experience standards, drive adoption of training initiatives, and support business performance outcomes.• Partner with Compliance and Risk teams to ensure all required regulatory, state, and federal training programs are effectively assigned, tracked, and completed.• Support enterprise-wide projects, mergers and acquisitions, technology implementations, and other strategic initiatives through effective training and change management solutions.• Build trusted partnerships across the organization to influence learning priorities, • Ensure the training team remains closely connected to business operations and maintains strong partnerships with subject matter experts to keep learning content accurate, current, and aligned with member expectations.

Instructional Design & Delivery

• Lead the design, development, implementation, and evaluation of learning programs utilizing adult learning principles and industry best practices.• Oversee the creation of instructor-led, virtual, digital, and blended learning experiences that engage employees and accelerate performance.• Conduct learning needs assessments and skills-gap analyses to identify development opportunities and prioritize training investments.• Ensure all compliance-related training remains current and aligned with applicable regulatory requirements. Manage NMLS process and audits. • Leverage emerging learning technologies, instructional methodologies, and industry trends to modernize and enhance training effectiveness.• Champion innovative approaches that improve learner engagement, accelerate proficiency, increase knowledge retention, and enhance on-the-job performance.

Operational Excellence

• Monitor member experience trends, quality metrics, and employee performance data to identify capability gaps and proactively address future workforce needs.• Develop and execute the organization''s digital learning strategy, leveraging learning technologies, automation, AI-enabled tools, and analytics to create personalized, scalable learning experiences. Oversee LMS.• Maintain business continuity plans and learning readiness strategies to support critical organizational functions.• Develop and manage the Member Experience Training budget, ensuring effective allocation of resources and measurable return on learning investments.

Leadership & Team Development

• Lead, develop, and inspire a high-performing team of learning and development professionals.• Establish clear goals, accountability measures, and development plans for team members.• Foster a culture of innovation, collaboration, continuous learning, and service excellence.• Prioritize projects, resources, and training initiatives to maximize organizational impact and support strategic priorities.

Requirements

Education and Experience Requirements:• Bachelor''s degree in Business, Human Resources, Organizational Development, Education, or related field required. • 7+ years of progressive experience in learning and development, training, organizational effectiveness, or workforce development. • 5+ years of leadership experience managing training, learning, or talent development teams. • Experience designing learning strategies for multi-site or geographically dispersed organizations preferred. • Financial institution experience strongly preferred.

Required Knowledge, Skills and Abilities:• Strong ability to translate business needs into effective training and development solutions. • Expertise in adult learning principles, instructional design, and facilitation techniques. • Proven ability to manage multiple priorities, projects, and deadlines. • Strong presentation and communication skills, with the ability to engage audiences of all sizes. • Ability to influence and partner effectively across all levels of the organization. • High level of professionalism, judgment, and confidentiality. • Strong problem-solving skills, including the ability to navigate interpersonal dynamics and resolve conflict. • Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint). • Ability to partner with leaders to develop training strategies