AddressSpeech Analyst - Salary circa £34.000
It's an exciting time for our Operations Planning team - we are growing and are therefore now looking for a new team member to help deliver effective planning in all areas of our operations! This would be an excellent opportunity for an analytically minded professional who loves solving problems and gets passionate about focused call listening to identify and quantify system conditions impacting both the customer and the business. If it feels someone like you, we would love to hear from you!
A bit about the job
You will be accountable for Ensuring Speech analytics categories are built and maintained to correctly capture demand as specified in the category definition, Identifying root cause of customer failure demand to improve customer satisfaction and Identifying and recommending any changes to business processes and systems to remove customer failure and improve customer journeys. Using Speech data to scale and quantify the issue. This will include producing actionable insights for our collaborators to use, such as daily reports and presentational packs. You will also need to flag any trends or challenges, as well as use Speech to provide data to support risk events and maintain robust governance practices around the handling of sensitive and confidential data.
Skills and experience we're looking for:
- Someone with extensive experience undertaking an analytically focused role, with the ability to structure data seamlessly thanks to strong Excel skills
- Tendency to be focused during intensive call listening, and pull out the required elements
- Capability analyse information and present it clearly to a range of stakeholders
- Confident communicator, building and maintaining relationships with influencers of demand
- Collaborative working style - a real 'team player'
What you'll get for this role:
Our purpose - with you today, for a better tomorrow - is a promise we make to our colleagues too. And one of the ways we live up to that promise is by investing in you. We have so much to offer when it comes to being an Aviva colleague.
- Starting salary circa £60.000 (depending on location, skills, experience, and qualifications)
- Bonus opportunity - 8% of annual salary Actual amount depends on your performance and Aviva's.
- Generous pension scheme - Aviva will contribute up to 14%, depending on what you put in.
- 29 days holiday plus bank holidays, and you can choose to buy or sell up to 5 days
- Make your money go further - Up to 40% discount on Aviva products, and other retailer discounts
- Up to £1,200 of free Aviva shares per year through our Matching Share Plan and share in the success of Aviva with our Save As You Earn scheme
- Brilliantly supportive policies including parental and carer's leave
- Flexible benefits to suit you, including sustainability options such as cycle to work
- Make a difference, be part of our Aviva Communities and use your 3 paid volunteering days to help others
- We take your wellbeing seriously with lots of support and tools
Take a look to learn more. Put a salary into this calculator to see what your total Aviva Reward could be.
Aviva is for everyone:
We're inclusive and welcome everyone - we want applications from people with diverse backgrounds and experiences.
Excited but not sure you tick every box? Research tells us that women, particularly, feel this way. So, regardless of gender, why not apply. And if you're in a job share just apply as a pair.
We flex locations, hours and working patterns to suit our customers, business, and you. Most of our people are smart working -spending around 50% of their time in our offices every week - combining the benefits of flexibility, with time together with colleagues.
To find out more about working at Aviva take a look here
We interview every disabled applicant who meets the minimum criteria for the job. Once you've applied, please send us an email stating that you have a disclosed disability, and we'll interview you.
We'd love it if you could submit your application online. If you require an alternative method of applying, please send an email to vivien.gergaly@aviva.com
