Speech Analytics Analyst

Who we are

We're the people behind global loyalty currency, Avios, and home to three ambitious, growing businesses; Loyalty, Holidays and Retail. Each business has its own goals, strategy and team, but collectively we share a purpose to create the world's most rewarding experiences for our customers through loyalty programmes, new products and holidays. Get the full IAG Loyalty lowdown, here.  

We're on a truly exciting journey of growth and transformation - we're going places! It means we have a fantastic story to tell our people and the rest of the world. This is where you come in. 

The opportunity

This is a career-defining opportunity to join a hugely exciting, highly profitable, data-driven business as it undertakes its next phase of evolution and growth. The Customer Department's objective is to put the customer in the centre of IAGL's strategy and in the teams day-to-day decisions, elevating the customer as a key focus for the company to achieve its objectives and gain competitor advantage??. 

The new role of Speech Analytics Analyst is an important addition to the team. In the role, you will be responsible for analysing and delivering key insights related to the interactions between our customers and our Contact Centre agents.

The business is interested in gaining deeper understanding of the reasons that motivate the customers to call to the Contact Centre, as well as in becoming more accurate in the prediction of low and high volumes across the day and the year, and in generating information that allows to provide feedback and improve the service of our agents. Using Verint Speech Analytics, we expect you to spearhead the knowledge that is currently available within our Contact Centre.   

What you'll get up to

• Lever the information that is generated at IAGL's Contact Centre, by introducing an impactful usage of Verint Speech Analytics. For example, improve the way that the customer needs are identified, while detecting opportunities to make the service and the experience delivered by the agents better 

• Empower Contact Centre Leaders with self-serve capabilities, by developing performance dashboards, and by educating and promoting their usage  

• Meeting regularly with the Contact Centre stakeholders to understand their needs and requests, while delivering Products that ultimately improve their daily routines and the overall performance of our Contact Centre 

• Constantly monitor and update the speech categories to refine and improve performance in response to the evolution of the business 

• Define and develop key metrics to ensure the continuous improvement of our agents 

• Challenge the status-quo by revisiting existing Contact Centre operational indicators and proposing changes to them or introducing new ones that might feel missing 

• Provide relevant behavioral and sentiment customer insights to generate action plans, while influencing changes and improvements to the existing service 

• Build high impact presentations for senior management up to C-Level 

  What we need from you

  We are aiming high; we accept that it is unlikely that any one person will meet every aspect of the brief. Who you are is considered to be more important than what you have done or where you have worked, however the successful candidate will have meaningful experience in a Contact Centre environment and in the use of a leading Speech Analytics Tool (Verint, Callminder, Nice)

  • Absolutely passionate about data  

  • Strong knowledge of a leading Contact Centre Speech Analytics Tool, such as Verint, Call Miner or Nice, with a proven track record of having generated positive impact through the usage of such tools 

    • Relevant experience building dashboards, using the likes of PowerBI and Tableau 

      • Openness and eagerness to collaborate with different people, while being able to build trust and strong human relationships 

        • Highly empathetic and a great listener, as this role is all about understanding the needs of colleagues and in delivering great and impactful tools to make their jobs better and easier 

          • Comfortable when dealing with uncertainty, as the Team is expected to deliver novel perspectives and push knowledge forward 

            • Excellent interpersonal skills, a curious mind set, and love for problem solving 

              • A proactive approach to the work, planning ahead and identifying opportunities for improvement 

                • Comfortable with travelling in a periodic basis (e.g. once per month) to the Contact Centre in Birchwood to engage with colleagues and get an in-site perspective of their needs  

                  We might not be right for you if:  

                  • You value perfection over fast iteration and progress; IAG Loyalty moves fast, we learn and iterate as we go; our environment isn't right for everyone.

                  • You prefer to operate in a fully established function with a set remit. This is a broad role where you have your hands on multiple levers and offers you the ability to shape it as you feel best, so it does mean you'll encounter some ambiguity as you build our creative capability

                    What you'll get in return

                    A few to spark your interest below, and you'll find even more on our career site.

                    • A place to grow your career: We're home to three businesses under one roof and part of one of the world's leading airline groups (International Airlines Group), so the opportunities here, if you go after them, are endless. Our newly launched learning programme, ‘Develop You', will also give you the skills and capability to take your career to new heights.

                    • A place to belong: Our socials are a firm fave in the calendar, and our colleague-led networks and Equity, Diversity and Inclusion agenda will give you the platforms to make new connections, share your passions and your voice.

                    • A place to make your mark: Our focus on agility and continuous improvement is a mindset and way of working. We put the customer at the heart of our decisions and move fast so you can deliver the most value possible.

                    • A place to do things that matter: We're passionate about the part we play in our customers lives; helping them make memories that last a lifetime, as well as the work we do to give back to our local communities. Our thriving charity network, combined with work that impacts millions, means we're a place you can do your part.

                      Perks that take you places: ??

                      • • One non-contractual Annual Bookable Travel Concession for you, your partner and dependants and unlimited standby and premium standby fares for you and your nominees on the full British Airways network and numerous other partner airlines from day one

                        • 20 days working from abroad in Europe per annum.?

                        • Annual Bonus (dependant on company and individual performance)

                        • Company pension of 9% (6% contribution from IAGL, 3% employee contribution)?

                        • 25 days annual leave, + 2 days charity leave and a day off on your birthday

                        • New joiner, birthday and recognition Avios

                          If you think you have what it takes but don't meet every single point above, please do still apply. We'd love to chat and see if you could be a great fit.

                          Equity, Diversity and Inclusion at IAG Loyalty

                          Our vision, 'to create the world's most rewarding experiences,' applies not only to our customers but for our colleagues too. It's about taking belonging seriously, actively fostering a culture where everyone feels welcomed and valued by embracing diverse identities, personal histories, and perspectives.

                          This commitment makes IAG Loyalty a rewarding place to work and enhances our ability to solve complex problems, drive innovation, and better serve our customers and communities.

                          Please let us know if we can make any reasonable adjustments to support your interview process with us.