Strategic Speech Analytics Lead

Vwfs Uk; Milton Keynes; On-site; GBP 70,000 - 95,000; Full time

Benefits offered by this job

Discretionary bonus

Pension 9% employer

Private medical insurance

Job summary

VWFS UK in Milton Keynes seeks a Speech Analytics Manager to lead our Genesys analytics and transform customer interaction data into actionable insight that improves outcomes and supports regulatory oversight.

You will partner with Compliance, Audit and product teams to translate business needs into platform enhancements, delivering dashboards that reveal trends, risks and improvement opportunities across Customer Operations and Fleet Operations.

Qualifications

• Experience managing and optimising speech and text analytics platforms (Genesys Cloud preferred).
• Strong understanding of FCA regulation including Consumer Duty and vulnerabilities handling.
• Knowledge of GDPR and PCI DSS requirements with data governance focus.
• Experience creating dashboards with Power BI, Tableau or similar tools.

Responsibilities

• Lead use of speech and text analytics to identify trends, risks and opportunities.
• Turn interaction data into actionable insights to reduce contact and improve performance.
• Monitor analytics data quality and transcription accuracy for reliable insights.
• Develop dashboards and reporting to show trends, risks and improvements.
• Identify Consumer Duty themes to support positive outcomes.
• Collaborate with Compliance and Internal Audit for evidence and risk insights.
• Shape future development of the Genesys analytics platform with stakeholders.

Skills

Speech analytics platforms

Genesys Cloud

Power BI

Tableau

NLP

Data governance

Regulatory knowledge (FCA)

Stakeholder management

Strategic analytics

Data quality assurance

Tools

Genesys Cloud

Power BI

Tableau

Job description

VWFS UK in Milton Keynes seeks a Speech Analytics Manager to lead our Genesys analytics and transform customer interaction data into actionable insight that improves outcomes and supports regulatory oversight.

You will partner with Compliance, Audit and product teams to translate business needs into platform enhancements, delivering dashboards that reveal trends, risks and improvement opportunities across Customer Operations and Fleet Operations.