Speech Analyst

Our Speech Analysts play an important role in providing exceptional experiences every day to our valued customers. Why are our customers calling us? Are we dealing with customer calls effectively? How can we improve our processes and product offerings in the future? These are all questions that your analysis will provide answers to. The analysis undertaken will support new opportunities in strategic programmes across the Saga Group.

Working in a direct team of three, you will support our Insurance contact centre with insight, trends and analysis. This will provide support and new opportunities in strategic programmes across our Insurance business. We work in a hybrid way at Saga, both at home and in the office, with a requirement to work from our Folkestone office roughly once a month to collaborate and share success.

At Saga we recognise that our people make us special. We believe our colleagues deserve rewards for the excellence they demonstrate every single day, which is why we have put together an amazing benefits package. Saga is committed to making sure that colleagues can be their best and be treated with dignity and respect in an environment free from discrimination and harassment.

We champion age inclusivity, diversity and disability confidence, ensuring our recruitment process is inclusive and accessible.

• Working closely with the business stakeholders to understand business needs and interpret them into meaningful pieces of analysis.
• Proactively identify opportunities for improvements through data analysis within the speech platform.
• Creation and maintenance of categories to support analysis or tracking.
• Turning large data sets into actionable insight.
• Creation of dashboards and insight packs where appropriate.
• Governance and controls in relation to the speech platform.
• Peer‑to‑peer supporting and mentoring.

• Ability to succinctly summarise large data sets.
• Strong communication and stakeholder management skills.
• Attention to detail and analytical skills.
• Able to provide insight and tell stories through data.
• Competent use of SQL.

Whilst experience working as a Speech Analyst is desirable, we would also consider candidates with an analytical background in an operational environment. Experience with in insurance or financial services would be an advantage.

BENEFITS AVAILABLE TO ALL COLLEAGUES:

• 25 days holiday + bank holidays
• Option to purchase additional leave – 5 extra days
• Pension scheme matched up to 10%
• Company performance‑related annual bonus – up to 5%
• Life assurance policy on joining us – 4× salary
• Wellbeing programme
• Colleague discounts, including family discounts on cruises, holidays and insurance
• Range of reductions and offers from leading retailers, travel groups and entertainment companies
• Enhanced maternity and paternity leave
• Grandparents leave
• Income protection
• Access to Saga Academy, our bespoke learning platform