Description Schedule Mon - Fri: 8 AM - 5 PM (40 Hours) What You'll Do Summary/Objective: The position will work hand in hand with our information center and branch training teams to help develop & deliver best-in-class learning experiences for our agents & tellers. They will partner with SMEs around the organization to build engaging training experiences that ensure that our employees are prepared to assist our members across all contact channels - branch, phone, chat, email. The ideal candidate will bring their creativity to the table in addition to an analytical skillset that helps us assess the impact & efficacy of our training programs. This role will require comfortability building training material that can be used in a hybrid classroom environment to support our national footprint & diverse agent population. This role will partner with internal stakeholders as well as the Sr Mgr of Knowledge Management & Learning Design to identify skill and knowledge gaps that allow us to take proactive steps to ensure that our agents are able to meet the needs of our members across all interactions. While there will not be managerial responsibilities with this role there will be opportunities to teach and mentor other members of the team in the uses & best practices of learning technologies. Essential Functions: Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Evaluate existing learning materials to find opportunities to diversify & enhance the learning experience for our agents and streamline the process for our trainers Leverage data from business partners (QA, WFM, Member Experience, etc) to identify knowledge gaps and work to prioritize topics with the Training Manager and the Sr Mgr Knowledge Management & Instructional Design Utilize best practices in adult learning theory to develop end to end learning solutions for our member facing teams Strong communicator with the ability to translate system processes and regulatory information in a way that empowers our agents to communicate clearly with our members Harness your data driven curiosity to ensure we're implementing learning programs with effective measures of learner success Work cross functionally across the entire credit union with key leaders and departments inclusive of HR and company level Learning & Development What You'll Need Education and Experience Requirements: Min of 2-3 years of training/instructional design experience Direct experience working for or with a financial institution is a plus Experience working with instructional design tools such as Captivate, Articulate, Storyline, etc Knowledge of content and training design best practices in a call/contact center environment required Proficiency with leading enablement technology (LMS/CMS, Instructional Design, CRM) tools What We Do DCU is the largest credit union headquartered in New England - serving more than one million members in all 50 states. With over 1,900 team members, we strive to make DCU a great place to work with an excellent work-life balance, and a community that cares. DCU is an equal opportunity employer, and we value diversity, inclusion, and equity at our company. We evaluate qualified applicants without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics. If you're applying for a job and need a reasonable accommodation for any part of the employment process, please send an email to careers@dcu.org and let us know the nature of your request and contact information. Please note that only those inquiries concerning a request for reasonable accommodation will be responded to from this email address. DCU is not currently offering Visa transfer/ sponsorship for this position.
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