Speech Analytics Lead: Customer Insights & Compliance

Vwfs; Milton Keynes; Hybrid; GBP 56,000 - 68,000; Full time

Benefits offered by this job

Discretionary 10% bonus

Pension contribution 9%

Car ownership / BEV schemes

Private medical insurance

Job summary

VWFS UK is seeking a Speech Analytics Manager to lead the Genesys analytics capability, turning customer interactions into actionable insights. You will help identify risks, reduce friction, and improve customer journeys across multiple VWFS teams.

The role requires strategic thinking, governance discipline, and strong collaboration with Compliance, Audit and Product teams to shape analytics roadmaps and drive improved outcomes.

Qualifications

• Experience managing and optimising speech and text analytics platforms, ideally Genesys Cloud, including topics, categories, phrases, dictionaries and sentiment analysis.
• Strong understanding of FCA regulation, including Consumer Duty, customer vulnerability and complaints handling within a regulated environment.
• Knowledge of GDPR and PCI DSS requirements, with a focus on data governance and compliance.
• Experience using Power BI, Tableau or similar tools to create impactful dashboards and visualise complex data.
• Solid understanding of NLP, sentiment analysis and machine learning concepts.
• Proven ability to translate complex data into clear, actionable insights for senior stakeholders.

Responsibilities

• Lead the use of speech and text analytics to identify customer trends, risks and opportunities to improve efficiency and outcomes.
• Turn interaction data into actionable insights that reduce avoidable contact and improve performance.
• Monitor analytics performance, data quality and transcription accuracy to ensure reliable insights.
• Develop dashboards and reporting to show trends, risks and improvement opportunities.
• Collaborate with Compliance and Internal Audit to provide evidence and risk insights.

Skills

Speech analytics

Genesys Cloud

Regulatory knowledge

NLP

Dashboards

Stakeholder management

Data storytelling

Analytical thinking

Tools

Power BI

Tableau

Job description

VWFS UK is seeking a Speech Analytics Manager to lead the Genesys analytics capability, turning customer interactions into actionable insights. You will help identify risks, reduce friction, and improve customer journeys across multiple VWFS teams.

The role requires strategic thinking, governance discipline, and strong collaboration with Compliance, Audit and Product teams to shape analytics roadmaps and drive improved outcomes.