Speech Analytics Platform Analyst

About The Role
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.
About The Company
We're incredibly proud to be recognised for the culture we've created — recently being named one of Glassdoor's Best Places to Work 2026, and in 2024 we were delighted to be awarded Top 10 Places to Work in the Sunday Times Awards.
Vitality is a multi-award-winning UK insurance brand, here to make the world a healthier, happier place.
We've been a purpose and values-driven business from day 1- long before it became fashionable. Our core purpose is to make people healthier and enhance protect their lives. Vitality pioneered shared-value insurance. We incentivise people to live healthier longer lives – they benefit, our business benefits, and society benefits. We're successful because we attract, develop, and retain the best people – and because we care.
Plus, you get to join our 1.7+ million members with access to our unique health insurance and healthy living programme. Just to make sure you know our products inside and out.
Ready to find out if we're the right fit for you? We can't wait.
Diversity & Inclusion
At Vitality, we're committed to diversity and inclusion because it's good for our employees, for our business, and for society. We welcome applications from individuals of all backgrounds, experiences, and perspectives.
Vitality's approach to sustainability
Vitality is a business that drives positive change. We reward people for making and sustaining healthier choices. But healthy people also need a healthy environment. To learn more please visit our Careers page. #LI-Hybrid
If we are fortunate in receiving a high volume of quality applications we may need to close this vacancy early. If you are interested, please submit your application as soon as possible.