Speech Analytics Manager

We're looking for a Speech Analytics Manager to lead and evolve our Genesys speech analytics capability, transforming customer interaction data into meaningful insight that improves customer outcomes, strengthens Consumer Duty oversight, and supports smarter business decisions. This high-impact, analytical role will be instrumental in helping VWFS UK proactively identify customer risks, reduce service friction, and uncover opportunities to simplify journeys and drive operational efficiencies across Customer Operations, Fleet Operations and the Virtual Dealer Team.

• Lead the use of speech and text analytics to identify customer trends, risks, demand drivers and opportunities to improve efficiency and customer outcomes.
• Turn customer interaction data into actionable insights that reduce avoidable contact, simplify processes and improve operational performance.
• Monitor analytics performance, data quality and transcription accuracy to ensure reliable and meaningful insight.
• Develop and maintain dashboards and reporting that provide clear visibility of trends, risks and improvement opportunities.
• Identify and escal Consumer Duty, vulnerability and foreseeable harm themes to support positive customer outcomes.
• Partner with Compliance and Internal Audit teams to provide evidence, trend analysis and risk insights that support assurance activity.
• Work closely with the Customer Contact Experience Product team to shape the future development of the Genesys speech analytics platform, translating business, customer and regulatory needs into enhancements.
• Combine speech analytics with customer feedback to uncover root causes, customer pain points and continuous improvement opportunities.
• Deliver strategic insight and recommendations to senior stakeholders across Customer Operations, Fleet Operations and the Virtual Dealer Team.
• Support planning and operational teams with insight into contact demand, forecasting, resource planning and outsourcer performance.

What you'll bring:

You’ll be a customer-focused, insight-driven analytics professional who thrives on turning complex data into meaningful actions that improve customer outcomes and business performance. You'll have a passion for using data and technology to uncover customer needs, identify opportunities for improvement, and deliver actionable insights that drive operational excellence, regulatory compliance and exceptional customer experiences.

• Experience managing and optimising speech and text analytics platforms, ideally Genesys Cloud, including topics, categories, phrases, dictionaries and sentiment analysis.
• Strong understanding of FCA regulation, including Consumer Duty, customer vulnerability and complaints handling within a regulated environment.
• Knowledge of GDPR and PCI DSS requirements, with a focus on data governance and compliance.
• Experience using Power BI, Tableau or similar tools to create impactful dashboards and visualise complex data.
• A solid understanding of Natural Language Processing (NLP), sentiment analysis and the capabilities and limitations of machine learning models.
• Proven ability to translate complex data and analytics into clear, actionable insights for senior stakeholders.
• Strong stakeholder management skills, with experience collaborating across multiple teams and influencing at all levels.
• A strategic mindset, with the ability to align analytics activity to broader business objectives and transformation goals.
• Excellent attention to detail, ensuring data accuracy, integrity and strong governance standards.
• Naturally curious and analytical, with a passion for uncovering root causes, identifying trends and improving customer outcomes.

Why join VWFS UK?

You'll have the opportunity to make a difference by helping us to achieve our mission. Our mission is straight forward; we want to be 'The Key to Mobility'. That means we make getting from A-to-B as easy and simple for as many people as possible. To truly meet the mobility needs of people in a changing world, our offering goes beyond traditional vehicle financing. We do this by providing a range of finance and aftersales products on Volkswagen Group vehicles, as well as developing innovative mobility products designed to solve real problems and support our customers. No candidate will meet every single desired qualification. If your experience looks a little different from what we've identified and you think you can bring value to the role, we'd love to learn more about you! VWFS is proud to be an inclusive employer and encourages applications from a diverse range of candidates. Diversity, Equity & Inclusion isn't just a statement for us, we encourage and aspire for all our colleagues to be their 100% self. If you need any reasonable adjustments to assist you with the application and/or recruitment processes, please contact our Resourcing Team. This role does not meet the UKVI's criteria for the skilled worker sponsorship route, therefore we are unable to accept candidates requiring sponsorship for this role.

What's in it for you?

• Bonus: Discretionary 10% on-target bonus (based on personal and Group company performance) Pension: Employer pension contribution 9% (based on employee contribution of 3%). VWFS will pay 6% if employee chooses a 2% employee contribution.
• Car schemes: Choice of Employee Car Ownership (ECO) scheme for petrol/diesel and hybrid vehicles plus car insurance OR Company Car scheme for Battery Electric Vehicles (BEVs) plus car insurance cover for you and a partner/eligible family member.
• Other benefits: From day 1 we provide income protection, life assurance (4x salary), retail discount vouchers, access to Care Concierge (a service to support carers of adults), along with other salary sacrifice options including a will writing service and cycle to work (subject to scheme restrictions). Following successful completion of probation, you will have access to private medical insurance for you (with the option to buy additional family cover), access to our loan car scheme for up to 2 cars for your partner or eligible family members (subject to scheme restrictions) and during our annual benefit window you can purchase critical illness cover and dental cover, so you can select the benefits that matter to you.

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