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Lead Speech Analyst, Teesside

Role: Lead Speech Analyst
Company: AXA
Location: Teesside
Specialism: Operations
Salary Starting salary £28,000 - £35,000 (Dependent upon skills and experience) + excellent benefits + bonus
Closing date 14 Nov 2018

A rare opportunity to join our Speech Analysts Team in Teesside

Enhance your career with a Sunday Times Top 25 Big Best Company to Work For 2018

We’re on the hunt for a digitally savvy, innovative, creative thinker with an analytical approach and a passion for customer experience and business improvement.

  • Are you focused on delivering excellent customer experiences, and on preventing problems, not managing them?
  • Do you trust your judgment to do the right thing for customers and the business?
  • Do you speak your mind, push the boundaries of what’s possible and take bold actions?
  • Are you able to collaborate, share best practise and recognise that diverse views make us better when we work together?

Speech Analytics is fresh to the industry and we are proud to spearhead such an innovative and exciting tool.

Adam joined us from a military linguist background and has thrived in this role but has recently moved on to pursue an opportunity overseas. Adams advice to anyone thinking of applying:

Know two things;

  1. The tool is more versatile and applicable to more business contexts than what you might think
  2. AXA will support you in your development to lead on the use of speech insight to the business.

Adam noted that some of his best moments at AXA include presenting a Speech Analytics case study in Holland last year, winning North East Contact Centre A (NECCA) Dream Team 2017, mentoring students during their work experience week and generally making a positive difference to our customers by introducing new initiatives across AXA.

Please do contact Jo (Resourcing Consultant) if you have any queries about this opportunity:

What you'll be doing
As an integral member of the Strategic Excellence and Improvement function, you’ll be responsible for continuous improvement of the speech analytics tool, using that tool and other data sources to lead a team in providing insight into customer needs and behaviour whilst identifying and tracking opportunities to increase business performance and customer satisfaction, supporting delivery of strategic change.

You’ll proactively seek out and support new internal and transversal relationships, empower others with speech analytics insight, deliver proof of concept studies when needed and support implementation of Speech Analytics across AXA.

Alongside the above, you’ll:

  • Present data in a way which demonstrates valuable insight to key stakeholders
  • Formulate continuous enhancement of sales, retention, loyalty, and service systems and processes
  • Identify opportunities to increase profitability, premium, non-risk income and conversion
  • Identify and maximise opportunities in order to increase our multi product customer base
  • Analyse trends to promptly identify customer impacting issues
  • Work to align and support customer data and insight channels, embedding Speech Analytics into our culture
  • Work collaboratively across the business, demonstrating proactive communication, negotiation and influencing skills and strong stakeholder management
  • Coach and develop Speech Analysts including building a robust succession plan

What we can offer you

As you’d expect from a global leader, our reward package is a world-beater here’s a small selection of our current benefits:

  • Bonus scheme linked to yours and the company’s performance
  • Life Assurance (10 x basic salary)
  • Flexible working pattern
  • Flexible benefit options, including pension and life cover flexing, holiday purchase, childcare vouchers, health, dental and critical illness plans and bikes4work.
  • Holiday entitlement - 25 days rising to 28 days within 5 years employment, plus bank holidays.
  • Pension scheme with employer contributions as well as your own.
  • Access to MAX exclusive access account to allow you to get discount at high street stores, restaurants and cinema.
  • Discount on all AXA Insurance products, including insurance, breakdown cover & healthcare.

What we're looking for

  • Analytical and statistical data handling skills with the ability to analyse large and often complex datasets.
  • Strong problem-solving skills alongside critical thinking capability to allow for the identification of trends and root cause.
  • Strong PowerPoint & Excel skills.
  • Must be focussed, hard-working and disciplined with active and attentive listening skills.
  • Must be able to use initiative, make decisions and trust your own judgment.
  • To be self-motivated with the ability to plan, organise and manage time effectively with a strong concern for accuracy and quality.
  • Able to adapt in a rapidly changing environment.

About us
AXA General Insurance

Proud to be part of the AXA Group, the number one global insurance brand and a worldwide leader in financial services, AXA Insurance businesses employ over 5,500 in a network of offices across the UK. Our expert teams care for a huge range of customers, helping them protect their cars, homes and businesses against life’s uncertainties. Whether bought directly, through brokers or through a number of corporate partners, our market-leading products are trusted by millions.

We are an Equal Opportunities Employer
Please do contact Jo (Resourcing Consultant) if you have any queries about this opportunity:

Find out more & apply



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