Consumer Learning & Development Manager

WSFS Bank • Wilmington, DE

12d

About The Position

At WSFS Bank, we empower our Associates to grow their careers, guide our customers to secure their financial futures, and actively support our Communities so they can fully thrive. Careers with WSFS Bank offer an inclusive and supportive culture, competitive salaries, advancement opportunities, and more. We are the region's locally headquartered bank and wealth management company. We are honored to consistently be named a Top Workplace by our Associates, who make a difference every day for the people, businesses, and Communities we serve. We Stand For Service® is more than part of our name, it’s our mission and our purpose. The Consumer Learning & Development Manager is responsible for overseeing the facilitation and execution of learning programs across the Consumer Bank, including retail banking, contact center, home lending, mortgage, business banking, and other Consumer-facing channels. This leader plays a critical role in defining how learning is delivered at WSFS. In addition to managing the Learning Specialist II team, this leader plays a key role in the ongoing creation, refinement, and modernization of curriculum in partnership with Consumer Leadership and business stakeholders. The manager provides strategic guidance, operational insights, and delivery expertise that ensure learning programs are relevant, effective, and aligned with the defined learning experience standards. The incumbent will evaluate delivery effectiveness, drive learning innovation, ensure coaching is embedded throughout the learning continuum, and measure the impact of learning on business outcomes. The Learning & Development Manager is responsible for fostering a culture of learning, empowering the team to deliver inclusive, engaging, and future forward learning experiences aligned with organizational priorities. This role requires ongoing travel across the WSFS footprint to support learning programs, observe and coach facilitators, reinforce delivery standards, and strengthen partnerships across all Consumer channels.

Requirements

• Minimum of a high school diploma or GED required; bachelor’s degree preferred (Education, Training, Human Resources, Communications, or related field).
• 5–7 years of experience in Learning & Development, including Adult Learning Theory, facilitation, and team leadership.
• 5-7 years of Learning & Development experience, including facilitation, leadership, and curriculum involvement.
• 3+ years in a leadership/management capacity.
• Strong knowledge of adult learning principles, modern learning methodologies, and coaching practices.
• Demonstrated ability to lead facilitators, drive high-quality delivery across multiple channels.
• Experience contributing to curriculum design, including shaping content flow, learning activities, and assessments.
• Strong operational planning, program management, and prioritization abilities.
• Ability to build effective partnerships across diverse Consumer business lines and translate needs into learning solutions.
• Excellent facilitation, communication, and influencing skills.
• Proficiency with Microsoft Office, LMS platforms, and learning technologies (ex. Articulate, Adobe Captivate, etc.).
• Strong analytical skills and the ability to use data to inform decisions.
• High adaptability and problem‑solving skills in dynamic environments.
• Ability to travel regularly across the WSFS footprint.
• WSFS Bank will only consider candidates who are presently authorized to work for any employer in the United States and who will not require work visa sponsorship from WSFS Bank now or in the future in order to retain their authorization to work in the United States.

Nice To Haves

• Professional L&D certifications (ATD, coaching, facilitation) preferred.
• Experience in curriculum development or design preferred.
• Experience in Consumer Banking or financial services strongly preferred, including branches, contact center, lending, or other consumer-facing teams.

Responsibilities

• Lead, coach, and develop the Learning Specialist II team to deliver best‑in‑class learning experiences across Consumer Bank channels.
• Conduct regular facilitation observations, provide actionable coaching, and manage overall delivery performance.
• Foster a culture of learning, innovation, accountability, and continuous improvement across the facilitation team.
• Ensure facilitators gather and communicate curriculum feedback to strengthen and improve future delivery.
• Manage scheduling, staffing, resource allocation, and delivery readiness for all learning programs.
• Respond swiftly to provide appropriate resolution to any learner escalations.
• Ensure facilitators are prepared and aligned with program expectations.
• Serve as a strategic partner, contributing to the development, refinement, and modernization of curriculum supporting all Consumer Bank businesses.
• Provide data‑driven insights, learner feedback, and frontline observations that influence curriculum development & enhancements.
• Participate in design sessions, pilots, and curriculum reviews to ensure content meets the needs of both branch teams and non-branch Consumer teams (Contact Center, Business Banking, Home Lending, Business Banking, etc.)
• Contribute to the creation of supporting materials such as job aids, coaching guides, practice activities, assessments, and reinforcement tools.
• Ensure curriculum reflects Consumer business priorities, compliance requirements, and varying role competencies.
• Govern curriculum changes and maintain documentation for audit and regulatory purposes.
• Evaluate and measure learning impact using assessments, business metrics, facilitation observations, learner feedback, and performance indicators from all Consumer channels.
• Analyze trends and insights to inform enhancements to content, delivery methods, and overall learning strategy.
• Communicate clear, meaningful insights to Consumer Leadership and cross-functional partners.

Benefits

• WSFS provides a competitive benefits package, which includes medical, dental, and vision coverage; a 401(k) plan; life, accident, and disability insurance; flexible spending accounts (FSAs) and health savings accounts (HSAs); and wellness programs.
• Additional benefits may include paid parental leave, military leave, vacation and other paid time off, sick leave in accordance with applicable state laws, and paid holidays.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED
• Number of Employees: 1-10 employees