This role will oversee a new function within Shared Services with the goal of harnessing the combined power of content creation/delivery and training design to drive a best-in-class Member Experience.

• Collaborate and consult with Shared Services and Member Service leadership to analyze, develop and build the combined Knowledge and Instructional Design function for the Shared Services organization
• Create a set of KPI’s to manage the effectiveness of the content and related learning paths against DCU’s overall Success Sharing goals inclusive of agent & member feedback loops
• Harness data from inside (QA, Member Resolution, NPS) and outside (Asset Growth, Initiative/Product Launches) the Member Services organization to proactively provide all frontline DCU employees with the tools and knowledge needed to facilitate great member experiences
• Bring expertise to bear in the organization by creating the necessary org structure to support overall content and learning needs, coaching and developing employees in service of their development and DCU’s overall mission/goals
• Continually assess the optimal digital tools available for KM and ID needs, evaluating costs and benefits to arm DCU with the correct frontline enablement tech stack
• Partner with the VP of Shared Services to support a single source of truth (SSOT) classification and prioritization model for key company information and initiatives
• Partner with the head of Training Delivery create the correct content and learning paths needed to allow our trainers to deliver a best-in-class facilitation experience
• Work cross functionally across the entire credit union with key leaders and departments inclusive of HR and company level Learning & Development

• 2+ years of management/supervisory experience
• Direct experience working for or with a financial institution is a plus
• Relevant experience building or executing Knowledge and Training design strategy and/or organizations
• 6+ years of related experience in a sales or customer enablement environment
• Deep knowledge of content and training design Quality best practices in a call/contact center environment required
• Proficiency with leading enablement technology (LMS/CMS, Instructional Design, CRM) tools