Speech Analytics Platform Analyst

theforum.social - jobboard; Stockport, Bournemouth; Hybrid; GBP 40,000 - 70,000; Full time

Job summary

A leading UK insurance brand is seeking a Speech Analytics Platform Analyst to design and maintain systems that transform interactions into actionable insights. The ideal candidate will excel in Power BI and SQL, bringing strong analytical skills to enhance customer experience in a hybrid working environment. This role involves collaborating with other departments to ensure effective data utilization, with flexible working options and competitive salary and benefits.

Benefits

Bonus Schemes

Pension of up to 12%

Vitality health insurance

Life Assurance

Qualifications

• Advanced level of Power BI for dashboard creation.
• Strong Excel skills, including data transformation.
• Comfortable using APIs for data management.
• Curious and willing to challenge existing processes.

Responsibilities

• Maintain and optimize analytics platforms.
• Extract and analyze data using SQL and Excel.
• Collaborate to improve customer experience.

Skills

Confident storyteller through data

Advanced Power BI skills

Advanced Excel skills

Working knowledge of SQL

Strong analytical skills

Contact centre speech analytics experience

Job description

We are happy to discuss flexible working!

Speech Analytics Platform Analyst – Vitality

Location: Bournemouth or Stockport (Hybrid – 2 days per week in either office)

Salary: £Competitive + Bonus + Benefits

Full time, 35 hours per week.

Top 3 skills needed for this role:

• Confident storyteller through data


• Engineer in enhancing platforms to create richer outputs

What this role is all about:

In this role, you’ll work closely with the Speech Analytics Manager to design, maintain, and optimise cutting‑edge systems that turn spoken and written interactions into measurable intelligence. From configuring platform logic like scorecards and syntax to extracting and shaping data with SQL, Excel, and Power BI, you’ll translate complex language patterns into meaningful outputs that drive performance. Collaborating with QA, Operations, and our Knowledge & Insight Lab, you’ll ensure data is structured, accessible, and aligned with service goals—empowering targeted coaching, impactful reporting, and continuous improvement. If you’re passionate about how language influences behaviour, customer outcomes, and compliance, this is your opportunity to make a real difference. The ideal person for this role will have a good understanding of contact centre analytics specifically speech analytics.

Key Actions

• Configure and maintain scorecards, processes, and category structures within the analytics platform.


• Extract, transform, and analyse conversational data using SQL, Excel, and Power BI.


• Develop dashboards and reports with clear commentary and actionable insights.


• Apply conversational design principles to identify language impacting customer experience and compliance.


• Collaborate with QA and Operations to embed insights into coaching and performance frameworks.


• Deliver training and create practical materials for platform adoption.


• Support QA scoring models and automation across multiple channels.


• Ensure GDPR compliance and governance in all configurations and reporting.


• Identify and test platform enhancements to improve accuracy and user experience.


• Maintain documentation of platform logic, reporting structures, and data models.

What do you need to thrive?

• Advanced level of Power BI, including experience building and maintaining dashboards.


• Advanced Excel skills, including data transformation, lookup functions, and pivot tables.


• Working knowledge of SQL for data extraction and analysis.


• Contact centre speech analytics experience.


• Comfortable using or learning APIs to access, transfer and automate data.


• Strong analytical skills with the ability to interpret patterns and create clear, actionable insight.


• Understanding of how language influences behaviour, outcomes and compliance in conversation.


• Genuinely curious, with a willingness to challenge existing processes and suggest improvements.


• Able to manage tasks independently and take ownership of deliverables.


• Proven ability to work well in a collaborative team environment.


• Clear communicator, confident presenting insight to technical and non-technical audiences.

Benefits

• Bonus Schemes – A bonus that regularly rewards you for your performance.


• A pension of up to 12% – We will match your contributions up to 6% of your salary.


• Our award‑winning Vitality health insurance – With its own set of rewards and benefits.


• Life Assurance – Four times annual salary.

Promised commitments

• Help you to be the healthiest you’ve ever been.


• Create an environment that embraces you as you are and enables you to be your best self.


• Give you flexibility on how, where and when you work.


• Help you advance your career by playing you to your strengths.


• Give you the voice to help our business grow and make Vitality a great place to be.


• Give you the space to try, fail and learn.


• Provide a healthy balance of challenge and support.


• Recognise and reward you with a competitive salary and amazing benefits.


• Be there for you when you need us.


• Provide opportunities for you to be a force for good in society.


• We commit to all these things because we want you to feel that you belong, and are supported to be happy and healthy.

About Us

We're really excited to announce that we have recently been awarded \"Top 10 Best Places To Work\" in the Sunday Times Awards 2024!

Vitality is a multi‑award‑winning UK insurance brand, here to make the world a healthier, happier place.

We’ve been a purpose and values‑driven business from day 1—long before it became fashionable. Our core purpose is to make people healthier and protect their lives. Vitality pioneered shared‑value insurance. We incentivise people to live healthier longer lives – they benefit, our business benefits, and society benefits. We’re successful because we attract, develop, and retain the best people – and because we care.

Plus, you get to join our 1.7 million members with access to our unique health insurance and healthy living programme. Just to make sure you know our products inside and out.

Diversity & Inclusion

At Vitality, we’re committed to diversity and inclusion because it’s good for our employees, our business, and our society. We welcome applications from individuals of all backgrounds, experiences, and perspectives.

Vitality’s approach to sustainability

Vitality is a business that drives positive change. We reward people for making and sustaining healthier choices. But healthy people also need a healthy environment. To learn more please visit our Careers page.

If we are fortunate in receiving a high volume of quality applications we may need to close this vacancy early. If you are interested, please submit your application as soon as possible.