Digital Training & Adoption Specialist - Capital Bank

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.

• 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.

• 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.

• 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 (UAT) 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.

• Track usage metrics and assist in defining key performance indicators (KPIs) to measure the success of adoption efforts.