Speech Analyst

Saga; Sandgate; Hybrid; GBP 33,000 - 40,000; Full time

Job summary

A leading provider for older adults in the UK seeks a Speech Analyst to enhance customer experiences by analyzing call data. This hybrid role involves interpreting data trends, collaborating with team members, and providing insights for operational improvements. Ideal candidates will have strong analytical skills, proficiency in SQL, and excellent communication capabilities. You'll be part of a dedicated team focused on enriching customer interactions and have access to an inclusive workplace culture, outstanding benefits, and professional development opportunities.

Benefits

25 days holiday + bank holidays

Option to purchase additional leave

Pension scheme matched up to 10%

Performance related annual bonus

Life assurance policy

Wellbeing programme

Colleague discounts

Enhanced maternity and paternity leave

Grandparents leave

Income protection

Access to learning platform

Qualifications

• Desirable experience as a Speech Analyst or in an analytical role.
• While insurance or financial services background is advantageous, it's not mandatory.
• Strong communication skills and analytical mindset required.

Responsibilities

• Collaborate with stakeholders to analyze business needs.
• Identify opportunities for improvement through data.
• Create and maintain categories for analysis.
• Transform large datasets into actionable insights.
• Develop dashboards and insight packs.
• Ensure governance and controls in the speech platform.
• Mentor team members.

Skills

Data summarization

Communication

Stakeholder management

Attention to detail

Analytical skills

SQL proficiency

Job description

Speech Analyst (Call Miner)

Salary £33,000 - 40,000, dependent on experience

Permanent

London Hybrid

Our Speech Analysts, play an important role in providing exceptional experiences every day to our valued customers.

Why are our customers calling us? Are we dealing with customer calls effectively? How we can improve our processes and product offerings in the future? – These are all questions that your analysis will provide answers to. The analysis undertaken will provide support and new opportunities in strategic programmes across the Saga Group in this dynamic and varied role.

Working in a direct team of 3 you will be supporting our Insurance contact centre with insight, trends and analysis. This will help provide support and new opportunities in strategic programmes across our Insurance business.

We work in a hybrid way at Saga both at home and in the office. This role requires you to be working from our Folkestone roughly once a month, allowing us to collaborate and share success as a business.

Package Description

At Saga we recognise that our people make us special. We believe our colleagues deserve rewards for the excellence they demonstrate every single day, that's why we have put together an amazing benefits package for all colleagues.

Benefits

• 25 days holiday + bank holidays
• Option to purchase additional leave - 5 extra days
• Pension scheme matched up to 10%
• Company performance related annual bonus - Up to 5%
• Life assurance policy on joining us, 4 x salary
• Wellbeing programme
• Colleague discounts including family discounts on cruises, holidays and insurance
• Range of reductions and offers from leading retailers, travel groups and entertainment companies
• Enhanced maternity and paternity leave
• Grandparents leave
• Income protection
• Access to Saga Academy, our bespoke learning platform

Main Responsibilities

As one of our Speech Analysts, you will be accountable for the following areas;

• Working closely with the business stakeholders to understand business needs and interpret them into meaningful pieces of analysis.
• Proactively identify opportunities for improvements through data analysis within the speech platform.
• Creation and maintenance of categories to support analysis or tracking.
• Turning large data sets into actionable insight.
• Creation of dashboards and insight packs where appropriate.
• Governance and controls in relation to the speech platform.
• Peer to peer supporting and mentoring

The Ideal Candidate

Whilst experience working as a Speech Analyst is desirable, we would be open to considering candidates with an analytical background in a operational environment.

Experience within insurance or financial services, would be of advantage.

Other skills and experience required includes:

• Ability to succinctly summarise large data sets
• Strong communication and stakeholder management
• Attention to detail and analytical
• Able to provide insight and tell stories through data
• Competent use of SQL

Saga Values: Make it Happen, Do the Right Thing, Customer First, Excellence Every Day, Our People Make Us Special

About The Company

Over the past 70 years we have become the UK's specialist provider of products and services to people aged over 50 in the UK. We’re one of the most recognised and trusted brands amongst UK consumers in this demographic, recognised for its high-quality products and exceptional standards of service. Our product portfolio includes cruises, holidays, insurance, personal finance products and our Saga Magazine.

We aim to be the most-trusted brand for older people in the UK. Our focus on delivering exceptional products and service empowers our colleagues to create moments that are personal and special for our customers and for each other. Our values underpin our approach and help guide us to deliver our purpose.

We’re committed to making sure that colleagues can be their best, be themselves and make a difference – more than anywhere else. We do this by creating a truly inclusive culture, where all colleagues can bring their full and authentic selves to work and be treated with dignity and respect in an environment that is free from discrimination and harassment.

Thanks to our people, Saga has been ranked 6th in the UK’s Best Employers 2025 by the Financial Times and Statista. This recognition, based on the voices of 20,000 employees across the UK, is a testament to the great culture we’ve built together. This award belongs to all our colleagues who collectively make Saga a fantastic place to work.

We are champions of age inclusivity and signatories of the Age‑Friendly Employer Pledge, we are proud of our multigenerational teams we have in place. We’re also a committed Disability Confident employer and ensure that our recruitment process is inclusive and accessible.

Your application will have fair consideration, and you’ll receive personal communication throughout your applicant journey when you apply to join Saga.

For more information on our DEI policies, colleague stories and other opportunities across the business, please visit Jobs and careers with Saga

Saga does not accept agency CVs unless specifically engaged on the role by the Talent Acquisition Team. Please do not forward CVs to our recruiters, employees or any other company location. Saga will not be responsible for any fees related to CVs received in this unsolicited manner.

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