Speech Analyst

Barclays; Northampton; On-site; GBP 60,000 - 90,000; Full time

Job summary

Barclays Speech Analyst in the UK is expected to turn customer interactions into actionable insights. You will design, build and maintain datasets, management reports, dashboards and visualisations that reveal customer contact trends and categories.

Using Amazon Connect Customer, Tableau and Power BI, you will translate complex data into clear, decision-ready information. You will collaborate with product managers, engineers and business stakeholders to deliver dashboards that meet Barclays

Qualifications

• Experience designing and developing insightful reports and dashboards.
• Strong understanding of data modelling and data relationships.
• Experience with Amazon Connect Customer (AWS Connect).
• Ability to translate business requirements into reporting solutions.
• Collaborates with stakeholders to deliver dashboards meeting Barclays standards.

Responsibilities

• Design, develop and maintain datasets, reports, dashboards and visualisations.
• Identify and track customer contact trends and categories.
• Create management reports and dashboards using Tableau and Power BI.
• Collaborate with product managers, engineers and stakeholders.
• Maintain data quality and ensure timely, accurate insights.

Skills

SQL

Tableau

Power BI

Snowflake

Databricks

Data modelling

Data relationships

Stakeholder management

Python/PySpark

Call Centre experience

Tools

Amazon Connect Customer (AWS Connect)

Tableau

Power BI

Snowflake

Databricks

Job description

Join Barclays as a Speech Analyst, where you will support data-driven decision-making by delivering timely, accurate and actionable insights from customer interactions. In this role, you will design, develop and maintain datasets, management reports, dashboards and visualisations that help identify and track customer contact trends and categories. Using tools such as Amazon Connect Customer, Tableau and Power BI, you will transform complex data into meaningful insights that support business performance and customer outcomes.

To be successful in this role, you will need the following:

• Strong experience designing and developing insightful reports and dashboards using SQL, Tableau, Power BI, Snowflake, and Databricks, applying data visualisation best practices to ensure clarity, accuracy, and usability.
• A solid understanding of data modelling and data relationships, including joins, relationships, and data blending within SQL, Tableau and Power BI.
• Experience working with Amazon Connect Customer (AWS Connect).
• The ability to analyse business requirements and translate them into effective reporting solutions.
• Proven experience collaborating with product managers, engineers, VUX teams, and business stakeholders to deliver dashboards that meet Barclays standards and business needs.

Some Other Highly Valued Skills May Include

• Knowledge of Python/PySpark and data analytics.
• Experience in a Call Centre or Contact Centre environment.
• Strong communication and stakeholder management skills.
• Ability to collaborate effectively across technical and business teams.

You may be assessed on the key critical skills relevant for success in role, such as risk and controls, change and transformation, business acumen, strategic thinking and digital and technology, as well as job-specific technical skills.

The successful candidate can be based in Northampton (Pavilion Drive) or Knutsford (Radbroke Hall).

Purpose of the role

To design, implement, and maintain conceptual, Logical and Physical data models that meet business data/process and technology requirements, by using designs and data strategies across a wide selection of platforms.

Accountabilities

• Analysis and documentation of business requirements to translate them into data models aligned with organisational goals.
• Development and maintenance of data dictionaries and glossaries to define data elements and their usage.
• Analysis and monitoring of data usage patterns to identify opportunities for data optimisation and improvement, in partnership with the Data Base Administrator.
• Strategic architecture definition and product selection.
• Production of logical designs in relevant subject area (technical, data, operational), showing for example: processes, objects, data flows, inputs, stored data and outputs. Identifying common components.
• Implementation of architectures and Identification, ownership and resolution of design related issues.
• Definition and documentation of data architectures standards, principles and strategies.

Analyst Expectations

• To perform prescribed activities in a timely manner and to a high standard consistently driving continuous improvement.
• Requires in-depth technical knowledge and experience in their assigned area of expertise.
• Thorough understanding of the underlying principles and concepts within the area of expertise.
• They lead and supervise a team, guiding and supporting professional development, allocating work requirements and coordinating team resources.
• If the position has leadership responsibilities, People Leaders are expected to demonstrate a clear set of leadership behaviours to create an environment for colleagues to thrive and deliver to a consistently excellent standard. The four LEAD behaviours are: L - Listen and be authentic, E - Energise and inspire, A - Align across the enterprise, D - Develop others.
• OR for an individual contributor, they develop technical expertise in work area, acting as an advisor where appropriate.
• Will have an impact on the work of related teams within the area.
• Partner with other functions and business areas.
• Takes responsibility for end results of a team's operational processing and activities.
• Escalate breaches of policies/procedure appropriately.
• Take responsibility for embedding new policies/procedures adopted due to risk mitigation.
• Advise and influence decision making within own area of expertise.
• Take ownership for managing risk and strengthening controls in relation to the work you own or contribute to. Deliver your work and areas of responsibility in line with relevant rules, regulation and codes of conduct.
• Maintain and continually build an understanding of how own sub-function integrates with function, alongside knowledge of the organisations products, services and processes within the function.
• Demonstrate understanding of how areas coordinate and contribute to the achievement of the objectives of the organisation sub-function.
• Make evaluative judgements based on the analysis of factual information, paying attention to detail.
• Resolve problems by identifying and selecting solutions through the application of acquired technical experience and will be guided by precedents.
• Guide and persuade team members and communicate complex/sensitive information.
• Act as contact point for stakeholders outside of the immediate function, while building a network of contacts outside team and external to the organisation.

All colleagues will be expected to demonstrate the Barclays Values of Respect, Integrity, Service, Excellence and Stewardship – our moral compass, helping us do what we believe is right. They will also be expected to demonstrate the Barclays Mindset – to Empower, Challenge and Drive – the operating manual for how we behave.