Team – Resource Plannning
Working Pattern - Hybrid – 2 days per week in the Vitality Stockport or Bournemouth Office. Full time, 35 hours per week.
We are happy to discuss flexible working!
Top 3 skills needed for this role
- Advanced Data Analysis
- Proven Platform Configuration
- Strong Stakeholder Communication
What this role is all about
We’re looking for a Speech Analytics Platform Analyst to build, maintain and optimise the systems that turn customer conversations into measurable business insight. Working across speech analytics, data and reporting, the role will translate complex language patterns into clear outputs that improve customer outcomes, regulatory compliance, coaching and operational performance.
Key Actions
- Build and maintain scorecards, processes and category structures within the conversation intelligence platform to measure agent behaviours, customer experience and compliance
- Extract, transform and analyse conversational data using Power BI, Excel and SQL, ensuring insight is accurate, accessible and structured for wider business use
- Develop and maintain dashboards that provide stakeholders across Quality Assurance, Operations and Risk with clear commentary and actionable recommendations
- Apply conversational design principles to identify the language and behaviours that influence customer experience, escalation, vulnerability and resolution quality
- Translate behavioural insight into practical coaching frameworks and performance conversations in collaboration with Quality Assurance, Knowledge and operational teams
- Support the development of Quality Assurance scoring models and automation features across voice, chat and messaging channels
- Provide training and practical guidance that enables analysts, managers and agents to use conversation intelligence platforms effectively
- Identify platform improvements and support the testing and release of new functionality to improve accuracy, efficiency and user experience
- Apply governance and GDPR requirements across platform configuration, data analysis, reporting and insight delivery
- Maintain clear documentation covering platform logic, reporting structures and data models to support transparency, troubleshooting and continuous improvement
What do you need to thrive?
- Advanced Power BI skills, with 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
- Confidence using or learning APIs to access, transfer and automate data
- Strong analytical skills with the ability to identify patterns and turn data into clear, actionable insight
- An understanding of how language can influence customer behaviour, outcomes and regulatory compliance
- The ability to work independently, manage competing tasks and take ownership of deliverables
- Clear communication skills and confidence presenting insight to technical and non-technical audiences
- A collaborative approach to working with stakeholders across different business areas
- Curiosity and sound judgement when challenging existing processes and recommending improvements
So, what’s in it for you?
- 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
These are just some of the many perks that we offer! To view the extensive range of benefits we offer, please visit our careers page. Fantastic Benefits. Exciting rewards. Great career opportunities!
If you are successful in your application and join us at Vitality, this is our promise to you, we will:
- 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 a 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.