Enterprise Contact Center Learning Sr Analyst

Securian Financial • Saint Paul, MN

2d • Hybrid

About The Position

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.

Requirements

• 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

Responsibilities

• Instructional Design & Knowledge Management: 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: 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: 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: 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.

Benefits

• 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 what’s important to them. And Securian Financial rewards associates for their service by providing additional PTO the longer you stay at Securian.
• Leave programs: Securian’s 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. Securian’s 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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed