Enterprise Contact Center Learning Sr Analyst
Share
Job Location:
Saint Paul, MN - USA
Monthly Salary:
$ 59400 - 109200
Posted on:
Yesterday
Vacancies:
1 Vacancy
Job Summary
*At Securian Financial the internal title for this position is Business Operations Sr Analyst.
Overview:
This role is responsible for designing and developing training programs across Enterprise Contact Center (ECC) business lines including managing complex program scheduling within the contact center environment. It includes conducting needs analysis evaluating training effectiveness managing knowledge base content and coordinating with cross-functional stakeholders to ensure Solutions Groups products and business objectives are adequately supported through ECC servicing.
Responsibilities include but are not limited to:
Instructional Design & Knowledge Management (35%) Designs and develops training programs across ECC business lines applying adult learning theory and instructional design models. Structures training modules across multiple modalities including virtual and in-person classroom self-directed observational and on-the-job components. Leverages digital software and AI tools in content development. Partners with SMEs to maintain and improve knowledge base content ensuring articles are clearly written accurate and optimized for learning and quick reference.
Needs Analysis & Evaluation (20%) Conducts needs analysis for team and department-level requests developing action plans with stakeholder buy-in. Evaluates training effectiveness by gathering and analyzing data such as assessment scores completion rates and learner feedback. Identifies trends and recommends improvements.
Stakeholder Management & Project Coordination (25%) Collaborates with key stakeholders to drive outcomes and builds communication plans for ECC Learning deliverables. Leads projects that seek the improvement of contact center servicing accuracy quality and knowledge management. Contributes to higher-complexity cross-functional initiatives across ECC Operations and shared services partners. Creates and navigates complex scheduling tasks to ensure learning is delivered in alignment with ECC SLA objectives through partnership with Workforce Management.
Business/Industry Acumen (20%) Applies advanced knowledge of ECC products and services to inform training content and decisions. Stays current on training industry trends adult learning principles and connects work to broader business priorities across the enterprise.
Qualifications:
Understanding of adult learning theory and instructional design models including staying updated on training industry trends
Experience with digital software and AI tools (e.g. Synthesia Copilot Curia Call Simulator)
Intermediate to advanced facilitation skills
Strong project management and communication skills
Adept conflict navigation and stakeholder engagement
Analytical skills for evaluating training effectiveness
Strong written and verbal communication
Securian Financial believes in hybrid work as an integral part of our culture. Associates get the benefit of working both virtually and in our offices. If youre in a commutable distance (90 minutes) youll join us 3 days each week in our offices to collaborate and build relationships. Our policy allows flexibility for the reality of business and personal schedules.
The estimated base pay range for this job is:
Pay may vary depending on job-related factors and individual experience skills knowledge etc. More information on base pay and incentive pay (if applicable) can be discussed with a member of the Securian Financial Talent Acquisition team.
Be you. With us. At Securian Financial we understand that attracting top talent means offering more than just a job it means providing a rewarding and fulfilling career. As a valued member of our high-performing team we want you to connect with your work your relationships and your community. Enjoy our comprehensive range of benefits designed to enhance your professional growth well-being and work-life balance including the advantages listed here:
Paid time off:
We want you to take time off for what matters most to you. Our PTO program provides flexibility for associates to take meaningful time away from work to relax recharge and spend time doing whats important to them. And Securian Financial rewards associates for their service by providing additional PTO the longer you stay at Securian.
Leave programs: Securians flexible leave programs allow time off from work for parental leave caregiver leave for family members bereavement and military leave.
Holidays: Securian provides nine company paid holidays.
Company-funded pension plan and a 401(k) retirement plan: Share in the success of our company. Securians 401(k) company contribution is tied to our performance up to 10 percent of eligible earnings with a target of 5 percent. The amount is based on company results compared to goals related to earnings sales and service.
Health insurance: From the first day of employment associates and their eligible family members including spouses domestic partners and children are eligible for medical dental and vision coverage.
Volunteer time: We know the importance of community. Through company-sponsored events volunteer paid time off a dollar-for-dollar matching gift program and more we encourage you to support organizations important to you.
Associate Resource Groups: Build connections be yourself and develop meaningful relationships at work through associate-led ARGs. Dedicated groups focus on a variety of interests and affinities including:
Mental Wellness and Disability
Pride at Securian Financial
Securian Young Professionals Network
Securian Multicultural Network
Securian Women and Allies Network
Servicemember Associate Resource Group
For more information regarding Securians benefits please review our Benefits page.
This information is not intended to explain all the provisions of coverage available under these all cases the plan document dictates coverage and provisions.
Securian Financial Group Inc. does not discriminate based on race color religion national origin sex gender gender identity sexual orientation age marital or familial status pregnancy disability genetic information political affiliation veteran status status in regard to public assistance or any other protected status. If you are a job seeker with a disability and require an accommodation to apply for one of our jobs please contact us by email at by telephone (voice) or 711 (Relay/TTY).
To view our privacy statement click here
To view our legal statement click here
Required Experience:
Senior IC
Key Skills
- SAP BusinessObjects
- Enterprise Architecture
- Hybris
- SAP HANA
- SAP
- TOGAF
- Solution Architecture
- Cloud Architecture
- SAP BW 4HANA
- Salesforce
- SAP S/4HANA
- SAP ERP
About Company
At Securian Financial, we provide solutions that let you focus on your most important asset: family. Our insurance, investment and retirement solutions give you the confidence to focus on what’s truly valuable: banking memories with those who matter most.
