Team Leader - Voice Analytics

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 () .

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

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, Service Now, and related platforms to improve client, branch, and contact center experiences.

• 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.

• 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.

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

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

• Contact Center Speech…