Voice Analytics Insight Manager - New Works, United Kingdom - Virgin Money

Virgin Money

Verified Company

New Works, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Business Unit:
Customer Experience

Salary range:

£36,000
£54,000 per annum DOE

Location:
UK Flexible

Contract type:
Permanent Full Time

Join Virgin Money as we transform our team into one that is ready to meet the challenges of the future, setting us up to support our ambition to disrupt the status quo and turn traditional banking on its head.

We're on the lookout for like-minded individualsand innovators to help drive our strategy forward.

We're also transforming how we work, offering our colleagues more choice, control and flexibility to live and work how they choose with **A Life More Virgin.

Here's what it means for YOU**:

38.5 days annual leave for all colleagues (including bank holidays and pro rata if part-time)?
Up to five extra paid wellbeing days per year?
A 35hour working week
20 weeks paid, gender neutral family leave (52 weeks in total) for expectant parents and those looking to adopt
Market leading Pension & Private Medical Insurance
Flexible benefits including Cycle to Work, Wellness & Health Assessments and Critical Illness
Ability to work anywhere in the UK? (where the role allows)

We have an amazing opportunity for someone to join our Channel Experience Team as an Insight Manager with responsibility for delivering the insight and business benefits from our voice analytics tool that continues to be deployed across our Contact Centreoperations.

If you are self-motivated, enthusiastic, and ready to make a real difference you can play an active part in transforming the customer experience in the Personal Franchise,

Voice Analytics technology enables us to truly understand why our customers need to call us. The capability can automatically search customer calls for specific words and phrases.

We can then group these words and phrases together to identify what the callwas about, how well it was handled, and how happy the customer was which will empower us to make better decisions and respond to customer needs faster.

Here's what you will be doing.

Playing a key role in the project which will expand the coverage of the Voice Analytics tool, through the initial user cases you will ensure the tool will be used to maximise its benefit to the business
Accountable for establishing and embedding the principles, procedures, and framework for this capability
Once Voice Analytics has been fully implemented across all Contact Centre operations you will be responsible for continually seeking new ways to use the technology
Supported by a team of CX Performance Specialists you will continuously collect, correlate & share impactful data and insights from the tool to showcase what customers are saying on every call to bring CX to life for our front lines & supporting teams,providing agents with the actionable feedback they need to deliver an exceptional customer experience
You will create the scope of regular and adhoc user cases for the tool that enables you to complete sentiment, behavioural & intent analysis for your stakeholders so proactive & continuous action can be taken to reduce costs, increase operational efficiency& provide customers with the solution and experience they need and deserve in line with business objectives
Supplier Management and continuous thirdparty engagement to ensure tool remains current and performing any calibration of the tool over time

To be successful you'll need to bring...

An analytical background and a natural curiosity with experience of creating and presenting a compelling, informed story to stakeholders at all levels power point skills being key
An understanding of business objectives, Personal Franchise goals and our products and services
Experience in defining and supporting business strategy
The ability to lead others in compiling, interpreting and presenting large amounts of information with a commitment to quality and attention to detail
A flexible mindset and the ability to prioritise workload and objectives, sometimes to challenging timescales, in alignment with Team Goals
Strong oral and written communication skills which you can adapt for varied audiences

Inclusion at Virgin Money
**Now the legal bit
**Living A Life More Virgin allows our colleagues to be based anywhere in the UK (if the role allows it) but we will need to you to confirm you have the Right to Work in the UK.

If we offer you a job and you accept, there are some checks we need to complete before you can start with us.

This will include a credit and criminal record check, as well as providing 3 years' worth of satisfactory references.