Senior Manager, Enterprise Customer Insights And Speech Analytics

Overview

The Senior Manager, Enterprise Speech Analytics, is responsible with optimizing institutional knowledge across the enterprise by establishing and leading a Nexidia Speech Analytics team. This team will collaborate closely with distinct business units within multiple organizations to deliver business outcomes and synergies through strategic investments in the NICE/Nexidia/Enlighten Ecosystem and related technologies. The role demands strategic vision, leadership, and a profound understanding of speech analytics to ensure that insights derived from associate and customer data translate into actionable improvements, enhancing operational processes, regulatory compliance, sales, and customer satisfaction.

What will you do

• Program Execution: Ensure effective execution and expansion of the Nexidia AI speech analytics program, aligning it with business strategy across W&S and Gerber Life. Serve as a liaison between the speech analytics team and senior executive leadership, providing regular updates on progress and outcomes
• Performance Alignment: Align speech analytics initiatives with business goals to drive performance improvement, working closely with multiple business unit's senior leaders
• Stakeholder Liaison: Act as a key liaison between key stakeholders to optimize speech analytics use across the enterprise
• Lead and Develop Team: Establish and lead the enterprise Nexidia Speech Analytics team, fostering a collaborative and innovative environment. Ensuring the effective execution and expansion of the Nexidia AI speech analytics program, providing high level direction and support
• Cross-Department Collaboration: Facilitate communication and collaboration between the speech analytics team and other business units to maximize the impact of analytics insights
• Opportunity Identification: Identify and prioritize opportunities to enhance customer experience, operational efficiency, compliance, and sales performance, in consultation with executive leadership
• Data Management: Oversee the collection, analysis, and interpretation of data using the NICE/Nexidia Ecosystem, transforming it into actionable insights for key stakeholders
• Advanced Analytics: Develop advanced analytic models, reports, and dashboards to present findings to key stakeholders, ensuring clear communication and present to all levels of leadership
• Change Management: Lead change management efforts for smooth adoption of new tools and processes, working closely with all relevant teams across the enterprise, ensuring buy-in and support of key stakeholders
• Vendor Management: Manage relationships with vendors, negotiate contracts, and ensure they meet organizational needs, coordinating with legal and executive teams
• Team Development: Provide direction and development for associates through coaching, performance management, and training, encouraging a culture of continuous improvement and collaboration
• Provides direction to and development of associates through daily coaching, the administration of the Performance Management Model, and the creation and implementation of development plans. Recruits, hires, trains and develops staff
• Performs other duties as assigned
• Complies with all policies and standards

.

Qualifications

• Bachelor's Degree Data science, Business Analytics, Computer Science, Information Technology, or a related field. With 5-7 years of relevant experience, particularly in contact center operations, data science or data analysis - Preferred
• Associate's Degree Data science, Business Analytics, Computer Science, Information Technology, or a related field. With 8-9 years of relevant experience, particularly in contact center operations, data science or data analysis - Preferred
• High School Diploma with 10-11 years of relevant experience, particularly in contact center operations, data science or data analysis. - Required
• Nexidia Certification, CallMine Certification or any other relevant speech analytics tool certification - Preferred
• Proven experience in managing and leading cross-functional teams - Required
• Extensive experience with Nexidia or similar AI speech analytics tools - Required
• Advanced knowledge of Microsoft Office products, including Word, Excel, and PowerPoint, particularly Excel for data analysis and PowerPoint for presentations - Required
• Excellent presentation skills with the ability to effectively communicate and present information to all levels of the organization, including senior management and external stakeholders - Required
• Proven commitment and experience to achieving excellence in customer satisfaction, process and product quality, and reliability (VOC, CSAT, CES) - Required
• Strong strategic thinking and problem-solving skills.
• Strong negotiating, consensus building and conflict resolution skills.
• Excellent data analysis and interpretation abilities.
• Skilled in developing process workflows.
• Advanced knowledge of contact center and insurance operations technologies.
• Flexibility and ability to adjust to changing priorities of and new strategies.
• Ability to work with ambiguity and navigate uncertainty with confidence and agility, effectively operating in a rapidly changing environment.
• Demonstrated experience as a change champion, guiding others to adopt change effectively.
• Working knowledge of AI and related emerging technologies used to effectively aggregate/analyze critical business data.
• Nexidia Certification, CallMiner Certification, or any other relevant speech analytics tool certification within 1 Year - Preferred

Work Setting/Position Demands

• Works in an office setting and remains in a stationary position for long periods of time while working at a desk, on a computer or with other standard office equipment, or while in meetings
• Requires the ability to verbally communicate and exchange accurate information to customers and associates on a regular basis
• Associate must be able to operate a motor vehicle for short and/or long distances
• Associate must be able to travel via airplane
• Associate must be able to travel via car
• Occasional after-hours work needed
• Routine and/or extended after hours work nee

Travel Requirements

• 5% travel Travel to home offices up to 6 times a year