Speech AnalystSalary £27,000 -33,000 dependent on experiencePermanentLondon HybridOur Speech Analysts, play an important role in providing exceptional experiences every day to our valued customers.Why are our customers calling us? Are we dealing with customer calls effectively? How we can improve our processes and product offerings in the future? – These are all questions that your analysis will provide answers to. The analysis undertaken will provide support and new opportunities in strategic programs across the Saga Group in this dynamic and varied role.Working in a direct team of 3 you will be supporting our Insurance contact centre with insight, trends and analysis. This will help provide support and new opportunities in strategic programmes across our Insurance business.At Saga, we are proud to offer flexibility over where you work. This role will require an ad hoc presence in our London and Kent hubs, typically once a week.Package DescriptionEveryday our colleagues deliver exceptional experiences to our customers. We believe exceptional work deserves even more exceptional rewards, that's why we have put together an amazing benefits package for all colleagues.BENEFITS AVAILABLE TO ALL COLLEAGUES:Our working week is 35 hours per week, these can be worked flexibly to suit your working style25 days holiday + bank holidaysOption to purchase additional leave up to 5 extra daysPension scheme matched up to 10%Life assurance policy on joining usWellbeing programmeColleague discounts including family discounts on cruises and holidaysRange of reductions and offers from leading retailers, travel groups and entertainment companiesEnhanced maternity and paternity leaveGrandparents leaveCompany performance related annual bonus - Up to 5%Income protectionAccess to Saga Academy, our bespoke learning platformMain ResponsibilitiesAs one of our Speech Analysts you will be accountable for the following areas; Working closely with the business stakeholders to understand business needs and interpret them into meaningful pieces of analysis.Proactively identify opportunities for improvements through data analysis within the speech platform.Creation and maintenance of categories to support analysis or tracking.Turning large data sets into actionable insight.Creation of dashboards and insight packs where appropriate.Governance and controls in relation to the speech platform.The Ideal CandidateExperience working as a Speech Analyst is essential, ideally having used Call Miner. Other skills and experience required include:Ability to succinctly summarise large data setsStrong communication and stakeholder managementAttention to detail and analyticalAble to provide insight and tell stories through dataCompetent use of SQL About The CompanyOver the past 70 years we have become the UK's specialist provider of products and services to people aged over 50 in the UK. We’re one of the most recognised and trusted brands amongst UK consumers in this demographic, recognised for its high-quality products and exceptional standards of service. Our product portfolio includes cruises, holidays, insurance, personal finance products and our Saga Magazine.We aim to be the most-trusted brand for older people in the UK. Our focus on delivering exceptional products and service empowers our colleagues to create moments that are personal and special for our customers and for each other. Our values underpin our approach and help guide us to deliver our purpose.We’re committed to making sure that colleagues can be their best, be themselves and make a difference – more than anywhere else. We do this by creating a truly inclusive culture, where all colleagues can bring their full and authentic selves to work and be treated with dignity and respect in an environment that is free from discrimination and harassment.Thanks to our people, Saga has been ranked 6th in the UK’s Best Employers 2025 by the Financial Times and Statista. This recognition, based on the voices of 20,000 employees across the UK, is a testament to the great culture we’ve built together. This award belongs to all our colleagues who collectively make Saga a fantastic place to work.We are champions of age inclusivity and signatories of the Age-Friendly Employer Pledge, we are proud of our multigenerational teams we have in place. We’re also a committed Disability Confident employer and ensure that our recruitment process is inclusive and accessible.Your application will have fair consideration, and you’ll receive personal communication throughout your applicant journey when you apply to join Saga.For more information on our DEI policies, colleague stories and other opportunities across the business, please visit Jobs and careers with SagaSaga does not accept agency CVs unless specifically engaged on the role by the Talent Acquisition Team. Please do not forward CVs to our recruiters, employees or any other company location. Saga will not be responsible for any fees related to CVs received in this unsolicited manner.#LI-VL1
