Spotlight on... BVS Chief Learning Officer, Kate Merchant

What does a learning officer do?

I manage our course library — its content, growth, updates, and maintenance. We have a team of producers and editors who work with me to ensure BVS courseware is always up-to-date and engaging.

Let's talk curriculum development. How do you decide what new courses are needed?

There are many things that determine new content. First, our customers provide incredible feedback about what they need. Then we have the BVS compliance team — with their extensive backgrounds in law and federal regulatory agencies — who ensure our compliance library accurately reflects new and updated regulatory requirements. Finally, many of us at BVS monitor trends in the financial industry, track world news, and keep updated on the socio-political issues that might impact the industry. We keep an eye on everything from technology to best practices in diversity and accessibility training. Our team’s research and brainstorming help us think ahead about the future of banking.

What kind of research happens around the development of each course?

Every course has its own assigned team of producer, editor, and subject matter expert. BVS has a great network of SMEs whose knowledge we engage for every project — including internal compliance experts, former bankers, accountants, and IT professionals, as well as external SMEs like attorneys, diversity specialists, and retired FBI agents. Our producers also conduct additional research as needed.

How has production changed during the pandemic and where do you see it going?

BVS has never outsourced course production. We have a fully equipped studio and the ability to access local financial institutions and businesses for on-site shoots. Over the years, we’ve also developed robust remote production capabilities through our ClickBranch video platform — which allows us to record narrators and conduct shoots with a producer and editor connected remotely. That capability is now a permanent part of how we work, giving us access to nationwide talent and the flexibility to move quickly when regulations change.

One thing that has never changed: our ability to turn on a dime. As soon as we learn of a planned regulatory update or addition, we immediately begin course preparation. Regulatory training is often ready before a regulation even comes into effect.

Is there anything in particular that informs your work as learning officer?

Absolutely. I worked in the banking industry for twelve years before coming to BVS — and BVS was actually our training vendor at my most recent institution. So I came in already familiar with the courses from the learner’s side. Like many busy bankers, I would complete the courses I was assigned but rarely explored beyond that. It was only after joining BVS that I realized how many resources were available to customers and how much value they would have added when I was in the field. That gives me a real passion for making sure people know about everything BVS offers. Our courseware is exceptional — but it’s just one part of a broader system designed to make every aspect of learning better.