Sr. Manager Knowledge and Learning Design, Chemlsford, MA, Hybrid, Full-Time

Digital Federal Credit Union - Chelmsford, MA

Full-time - Manager

Chelmsford, MA

1,001-5,000 employees

Credit Intermediation and Related Activities

About the position

The Sr. Manager of Knowledge and Learning Design is a strategic leadership role within the Shared Services division of Member Services at Digital Federal Credit Union (DCU). This position is responsible for shaping and driving the organization's approach to learning and knowledge management, fostering a culture of continuous learning to enhance the financial health of over 1.2 million members. The role involves overseeing the development of a new function that integrates content creation and training design to improve member experiences. The Sr. Manager will collaborate with leadership to evaluate current practices, create effective strategies, and ensure that Member Service teams have access to the right content and learning paths.

Responsibilities

• Collaborate with Shared Services and Member Service leadership to develop the Knowledge and Instructional Design function.
• Create KPIs to measure the effectiveness of content and learning paths against DCU's Success Sharing goals.
• Utilize data from various sources to equip frontline employees with the necessary tools and knowledge for excellent member experiences.
• Establish an organizational structure to support content and learning needs, coaching employees for their development.
• Assess and recommend digital tools for Knowledge Management and Instructional Design, evaluating costs and benefits.
• Support a single source of truth (SSOT) classification and prioritization model for key company information.
• Work with the head of Training Delivery to create content and learning paths for trainers.

Requirements

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

Benefits

• Work-life balance
• Diversity and inclusion initiatives
• Equal opportunity employer