Member Experience Training Specialist

Department

Member Experience Team --> Member Experience Training

Job Location

3560 Pentagon Blvd, Beavercreek, Ohio, United States

Position Type

Full-Time/Regular

Work Type

Variable

NMLS Required

No

Pay Classification

Exempt (Salary)

Grade and Compensation Band

PG 16: $69,680.40 – $104,603.20 (Annually)

Target Compensation

75,000.00 0 $85,000.00

The Member Experience Training Specialist owns the end-to-end learning experience, making sure training connects seamlessly from the classroom to real-world application and meaningful member impact. This role builds learning strategies that strengthen partner capability across products, services, financial wellness, and relationship-building, helping frontline partners deliver personalized, high-quality experiences. Through key learning programs, the role supports partner effectiveness, leadership growth, and overall performance by embedding learning into daily work and evolving training into an experience-based, application-focused model. In close partnership with leaders, the Member Experience Training Specialist aligns training with organizational priorities, supports change efforts, and advances financial well-being for both partners and members.

• Facilitation & Learning Delivery: Facilitates and reinforces the Flight Path Training program for Member Experience Representatives, Financial Coaches, and retail network leaders through both in-person and virtual delivery, ensuring a high-quality, consistent learning experience. Partners with and coaches subject matter experts to strengthen facilitation effectiveness and learning outcomes. (35%)
• Field Support, Trainer Development & On-the-Job Training: Partners with frontline teams, Trainer Mentors, and leaders across the credit union footprint (traveling as needed) to observe performance, provide on-the-job coaching, and reinforce application of training and the member experience. Strengthens partner development and Trainer Mentor effectiveness by advancing the trainer program, enhancing train-the-trainer capabilities, and partnering with leadership to reinforce expectations, drive consistent performance, and build partner capability. (35%)
• Develops comprehensive training solutions by applying adult learning principles to create engaging, role-specific content across classroom, virtual, and on-the-job formats; designs materials using Microsoft tools (PowerPoint, SharePoint, Power Automate); builds instructional graphics and assessments (including Show Me Assessments and Huddle Kits), maintains SharePoint training platforms, and creates member experience toolkits for retail teams while ensuring alignment with mission, vision and purpose as well as financial well-being. Ensures proper policies, procedures, risk mitigation activities, and operating controls are followed. Reports gaps in policies, procedures, and operating controls to leadership to ensure member impact and risk is mitigated. (15%)
• Conducts comprehensive training needs analysis and stakeholder alignment by partnering with Retail network leadership teams, Organizational Development, Member Experience Governance, other business units to assess performance gaps, gather input across organizational levels, and determine appropriate learning solutions (online, instructor-led, or blended); serves as a key liaison and information connector to ensure timely, actionable feedback, identifies subject matter experts and source content, and supports change management by collaborating with leadership and the Project Management Office to guide critical training-related decisions. (10%)
• Other duties or special projects as assigned or requested. (5%)
  
  

Required Skills

• Bachelor’s degree in Organizational Development, Business Administration, Communications, Human Resources, or a related field is preferred; relevant alternate experience/certifications could be considered.
• Industry-recognized learning and development certification (e.g., ATD, CCUF, CUDE) from
• ATD or Americas Credit Union required. Additional certifications such as Certified Professional Facilitator (CPF), Ulysses Master Coach, Master Trainer, or other facilitation and training credentials are preferred, along with project management certifications
• Minimum of 3 years of experience in member (customer) service, training, or learning and development, with demonstrated ability to translate service insights into impactful learning solutions. Leadership and facilitation experience preferred.
• Strong knowledge of adult learning methodologies and instructional design frameworks (e.g., ADDIE, scenario-based learning, microlearning, digital learning), with the ability to strategically apply and tailor approaches to meet evolving business needs.
• Exceptional interpersonal, facilitation, and coaching skills, with a proven ability to influence stakeholders at all levels, build trust, and drive behavior change in ambiguous or evolving environments.
• Demonstrated ability and drive to implement new and innovative initiatives to improve efficiency, quality, and service levels.
• Strong knowledge of Microsoft Office and technical aptitude for utilizing Microsoft Teams and PowerPoint to support training delivery. Proven ability to manage multiple projects independently in a collaborative environment.
• Demonstrated ability to be strategic, forward-thinking, adaptable, with a focus on creating people centered solutions in a dynamic, transformation-driven environment.
• Excellent organizational skills and strong attention to detail.
• Must have a valid Driver’s License.