Digital Training & Adoption Specialist

Digital Training & Adoption Specialist

Rockville, MD

Capital Bank N.A. is headquartered in Maryland and has been serving our communities since 1999. We stand as a publicly traded company with over $3 billion in assets. We offer commercial and consumer banking services to clients primarily in Maryland, DC, and Northern Virginia, alongside two nation-wide lending brands;
Capital Bank Home Loans and Open Sky, a credit card division that offers and services credit cards across all states. Our personalized approach to banking, paired with cutting-edge technology solutions and a comprehensive suite of products and services, fuels our growth, and enables us to support our customers at every stage in their financial journey.

Come join a bank where our employees thrive and are engaged in meaningful work. For the last 6 out of 7 years, Capital Bank was named one of the "Best Banks to Work For" in the U.S. by American Banker.

The Digital Training & Adoption Specialist plays a critical role in ensuring the successful implementation and utilization of new digital solutions within the Bank. This position is dedicated to change management, empowering end-users, and providing ongoing support to optimize the impact of digital transformation initiatives. The Specialist is responsible for designing comprehensive training programs, developing user-friendly documentation, and collaborating closely with business units to facilitate understanding, acceptance, and effective usage of new tools and processes.

• Training & Adoption

  • Develop and deliver various training programs, including classroom sessions, virtual workshops, and self-paced modules, to support the rollout of new digital tools and processes.
  • Create a range of end-user materials such as documentation, quick reference guides, and job aids to assist employees in adopting new systems.
  • Partner with Learning & Development team to create resources within enterprise-wide training systems and integrate them into employee onboarding and ongoing education programs.
  • Serve as a "super user" and provide first-line support to staff as they transition to new digital platforms.
  • Monitor user adoption rates, identify obstacles to successful uptake, and implement targeted actions to address and overcome these barriers.

• Change Management

  • Collaborate with the Digital Transformation Lead to develop effective communication and adoption strategies for new digital initiatives.
  • Contribute to change management processes by fostering awareness, minimizing resistance, and encouraging engagement at all levels of the organization.
  • Gather feedback from users during rollout phases and use these insights to recommend and facilitate improvements to systems and processes.

• Collaboration & Support

  • Work in partnership with Product Owners, End User Managers, and Operations Managers to ensure that training aligns with evolving business needs.
  • Support User Acceptance Testing by organizing pilot groups and documenting the outcomes of these tests.
  • Maintain a regular schedule for refresher training sessions and onboarding programs for new hires, focusing on digital platforms and tools.
  • Field day-to-day user support needs, solving common user issues and filtering higher-level troubleshooting to the Product Owners as needed.

• Continuous Improvement

  • Track usage metrics and assist in defining key performance indicators to measure the success of adoption efforts.
  • Recommend enhancements to training programs and digital workflows based on feedback collected from end-users.
  • Keep abreast of industry best practices to continually improve digital adoption and training delivery methods.

• Bachelor's degree in Business, Communications, Information Systems, or a related field is preferred.
• Three to five years of experience in training, change management, or digital adoption, ideally within the commercial banking or financial services sector.
• Proven ability to design and deliver training programs for technology rollouts.
• Experience with leading change management efforts within a commercial setting

• Knowledge of learning management systems,…