Speech Analytics Leader: Transform Customer Interactions

Volkswagen Financial Services (UK); Milton Keynes; Hybrid; GBP 56,000 - 68,000; Full time

Benefits offered by this job

Discretionary 10% on-target bonus

Employer pension contribution 9%

Private medical insurance

Job summary

Volkswagen Financial Services (UK) is seeking a Speech Analytics Manager in Milton Keynes to lead and evolve our Genesys speech analytics capability, turning customer interactions into meaningful insights that enhance customer outcomes and regulatory compliance. The role spans Customer Operations, Fleet Operations and the Virtual Dealer Team.

You will identify risks, reduce friction and drive efficiencies by turning data into actionable dashboards and strategic guidance for senior stakeholders.

Qualifications

• Experience managing and optimising speech and text analytics platforms, ideally Genesys Cloud.
• Strong understanding of FCA regulation, including Consumer Duty, 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.
• A solid understanding of NLP, sentiment analysis and the capabilities and limitations of machine learning models.
• Proven ability to translate complex data and analytics into clear, actionable insights for senior stakeholders.
• Strong stakeholder management skills, with experience collaborating across multiple teams and influencing at all levels.
• A strategic mindset, with the ability to align analytics activity to broader business objectives and transformation goals.
• Excellent attention to detail, ensuring data accuracy, integrity and strong governance standards.
• Naturally curious and analytical, with a passion for uncovering root causes, identifying trends and improving customer outcomes.

Responsibilities

• Lead the use of speech and text analytics to identify customer trends, risks, demand drivers and opportunities to improve efficiency and customer outcomes.
• Turn customer interaction data into actionable insights that reduce avoidable contact, simplify processes and improve operational performance.
• Monitor analytics performance, data quality and transcription accuracy to ensure reliable and meaningful insight.
• Develop and maintain dashboards and reporting that provide clear visibility of trends, risks and improvement opportunities.
• Identify and escape Consumer Duty, vulnerability and foreseeable harm themes to support positive customer outcomes.
• Partner with Compliance and Internal Audit teams to provide evidence, trend analysis and risk insights that support assurance activity.
• Work closely with the Customer Contact Experience Product team to shape the future development of the Genesys speech analytics platform, translating business, customer and regulatory needs into enhancements.
• Combine speech analytics with customer feedback to uncover root causes, customer pain points and continuous improvement opportunities.
• Deliver strategic insight and recommendations to senior stakeholders across Customer Operations, Fleet Operations and the Virtual Dealer Team.
• Support planning and operational teams with insight into contact demand, forecasting, resource planning and outsourcer performance.

Skills

speech analytics

FCA compliance

GDPR/PCI DSS

Power BI/Tableau

NLP/sentiment analysis

stakeholder storytelling

strategic analytics

Tools

Genesys Cloud

Job description

Volkswagen Financial Services (UK) is seeking a Speech Analytics Manager in Milton Keynes to lead and evolve our Genesys speech analytics capability, turning customer interactions into meaningful insights that enhance customer outcomes and regulatory compliance. The role spans Customer Operations, Fleet Operations and the Virtual Dealer Team.

You will identify risks, reduce friction and drive efficiencies by turning data into actionable dashboards and strategic guidance for senior stakeholders.