Team Leader - Voice Analytics

Edward Jones; St. Louis (MO); Hybride; USD 120 000 - 160 000; Plein temps

Résumé du poste

Edward Jones in the United States is seeking a Team Leader of Voice Analytics to lead a multi-time-zone analytics team, transforming contact center data into actionable insights. You will drive strategy for customer interaction intelligence and AI-driven service optimization.

You will oversee data lifecycle—from acquisition to value realization—while partnering with senior leaders to align analytics with business goals, ensuring high-quality deliverables and stakeholder buy-in.

Qualifications

• Minimum of five years’ experience in software development.
• Lead Agile teams (8–10 members); mentor team members, review code, and drive best practices
• Define architecture, standards, and lead technical decisions
• Proven problem-solving, communication, ownership, and cross-team collaboration
• Proven people leadership experience leading analytics, reporting, data intelligence, or contact center technology teams.
• Exceptional analytical thinking and problem-solving skills.
• Strong communication and executive presentation skills.
• Experience translating complex data into actionable business recommendations.
• Ability to influence without direct authority across multiple stakeholder groups.

Responsabilités

• This leader is accountable for the full analytics lifecycle, from data acquisition and integration through insight generation, recommendations, operationalization, and value realization.
• The team analyzes voice, chat, case, routing, virtual agent, and agent performance data to identify opportunities to improve service experiences, reduce effort, optimize routing, increase self-service containment, and determine the most appropriate interactions for virtual agents versus human-assisted service.
• The Team Leader sets the vision and strategy for contact center analytics, customer interaction intelligence, and AI-driven service optimization.
• Provide leadership during high-impact incidents; remove blockers, manage escalations, and maintain strong alignment with senior leaders, peer Team Leaders, and partner teams.
• Lead a high-performing, multi-time-zone team of associates and contractors; foster a culture of accountability, transparency, and resilience through regular 1:1s, coaching, development plans, and performance reviews (SMART goals, annual evaluations).
• Establishing Agile delivery practices, roadmaps, backlogs, and iterative delivery approaches.
• Build a culture of curiosity, experimentation, accountability, and continuous improvement.

Connaissances

Team leadership

Analytics leadership

Agile methodologies

Communication

Problem solving

Cross-team collaboration

Formation

Bachelor's degree

Advanced degree

Outils

NiCE CXone Empower

NIA

Speech Analytics

Salesforce

ServiceNow

Description du poste

This job posting is anticipated to remain open for 30 days, from 05-Oct-2026. The posting may close early due to the volume of applicants.

Join a financial services firm where your contributions are valued. Edward Jones is a Fortune 500¹ company where people come first. With over 9 million clients and 20,000 financial advisors across the U.S. and Canada, we’re proud to be privately-owned, placing the focus on our clients rather than shareholder returns.

Behind everything we do is our purpose: We partner for positive impact to improve the lives of our clients and colleagues, and together, better our communities and society. We are an innovative, flexible, and inclusive organization that attracts, develops, and inspires performance excellence and a sense of belonging.

People are at the center of our partnership. Edward Jones associates are seen, heard, respected, and supported. This is what we believe makes us the best place to start or build your career.

View our Purpose, Inclusion and Citizenship Report (https://careers.edwardjones.com/blog/edward-jones-releases-annual-purpose-inclusion-and-citizenship-report/?codes=DIRECT&utm_source=DIRECT) .

¹Fortune 500, published June 2024, data as of December 2023. Compensation provided for using, not obtaining, the rating.

Team Overview:

The Team Leader of Voice Analytics is responsible for leading a team of 5 to 8 analytics professionals focused on transforming contact center, service, and customer interaction data into actionable business insights. The team leverages NiCE CXone Empower, NIA (NiCE Interaction Analytics), Speech Analytics, Quality Management, Performance Management, Salesforce, ServiceNow, and related platforms to improve client, branch, and contact center experiences.

What You'll Do

• This leader is accountable for the full analytics lifecycle, from data acquisition and integration through insight generation, recommendations, operationalization, and value realization. The team analyzes voice, chat, case, routing, virtual agent, and agent performance data to identify opportunities to improve service experiences, reduce effort, optimize routing, increase self-service containment, and determine the most appropriate interactions for virtual agents versus human-assisted service.

• The Team Leader sets the vision and strategy for contact center analytics, customer interaction intelligence, and AI-driven service optimization.

• Provide leadership during high-impact incidents; remove blockers, manage escalations, and maintain strong alignment with senior leaders, peer Team Leaders, and partner teams.

• Lead a high-performing, multi-time-zone team of associates and contractors; foster a culture of accountability, transparency, and resilience through regular 1:1s, coaching, development plans, and performance reviews (SMART goals, annual evaluations).

• Establishing Agile delivery practices, roadmaps, backlogs, and iterative delivery approaches.

• Build a culture of curiosity, experimentation, accountability, and continuous improvement.

What Experience You Need:

• Minimum of five years’ experience in software development

• Lead Agile teams (8–10 members); mentor team members, review code, and drive best practices

• Define architecture, standards, and lead technical decisions

• Proven problem-solving, communication, ownership, and cross-team collaboration

• Proven people leadership experience leading analytics, reporting, data intelligence, or contact center technology teams.

• Exceptional analytical thinking and problem-solving skills.

• Strong communication and executive presentation skills.

• Experience translating complex data into actionable business recommendations.

• Ability to influence without direct authority across multiple stakeholder groups.

What Could Set You Apart

• Bachelor’s (or equivalent experience); advanced degree a plus

• Agile/leadership certifications (CSM, SAFe, PMI-ACP, ITIL)

• Contact Center Speech Analytics

• Experience leading a team or directly working with stakeholders

"Candidates that live within a commutable distance from our Tempe, AZ and St. Louis, MO home office locations are expected to work in the office four days per week."

At Edward Jones, we are building a place where everyone feels like they belong. We're proud of our associates' contributions to the firm and the recognitions we have received.

Check out our U.S. awards and accolades: Insights & Information Blog Postings about Edward Jones (https://careers.edwardjones.com/blog/?_sft_category=awards-accolades)

Check out our Canadian awards and accolades: Insights & Information Blog Postings about Edward Jones (https://careers.edwardjones.com/en-CA/blogs/?_sft_category=awards-accolades-en-ca)

Edward Jones does not discriminate on the basis of race, color, gender, religion, national origin, age, disability, sexual orientation, pregnancy, veteran status, genetic information or any other basis prohibited by applicable law.

Edward Jones' compensation and benefits package includes medical and prescription drug, dental, vision, voluntary benefits (such as accident, hospital indemnity, and critical illness), short- and long-term disability, basic life, and basic AD&D coverage. Short- and long-term disability, basic life, and basic AD&D coverage are provided at no cost to associates. Edward Jones offers a 401k retirement plan, and tax-advantaged accounts: health savings account, and flexible spending account. Edward Jones observes ten paid holidays and provides 15 days of vacation for new associates beginning on January 1 of each year, as well as sick time, personal days, and a paid day for volunteerism. Associates may be eligible for bonuses and profit sharing. All associates are eligible for the firm's Employee Assistance Program. For more information on the Benefits available to Edward Jones associates, please visit our benefits page (https://secure.edwardjonesbenefits.com/fleet/public/index/f914262d-0362-4682-bd1e-0ccd25f1dfb1) .