Speech Analytics Platform Analyst

We are happy to discuss flexible working!

Location:

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

Salary: £Competitive + Bonus + Benefits

Full time, 35 hours per week.

• Confident storyteller through data
• Engineer in enhancing platforms to create richer outputs

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.

• 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.

• 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.

• 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.

• 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.

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