Overview
Customer Interaction Insight Analyst at M&G Life. We are an international savings and investments business with a legacy spanning over 170 years, offering financial products and services across Asset Management, Life and Wealth. We welcome flexible working arrangements and workplace accommodations where needed to enable effective delivery.
Main Responsibilities
* Manage and maintain the speech analytics platform, ensuring data integrity and system optimisation.
* Design and implement call categories, phrases, and queries to support business insight needs.
* Analyse speech data to identify customer pain points, emerging themes, and compliance risks.
* Collaborate with RCA Managers and Insight Analysts to integrate speech analytics into broader root cause analysis and insight reporting.
* Present findings and recommendations to stakeholders in a clear, compelling, and actionable format.
* Support the development of dashboards and visualisations that bring speech data to life.
* Work with operational leaders to embed insights into coaching, training, and process improvement.
* Monitor and report on key speech analytics metrics, ensuring alignment with business goals.
* Support the oversight of speech analytics activity within outsourced partners, ensuring consistency and quality.
* Contribute to continuous improvement of the speech analytics capability, staying up to date with platform enhancements and best practices.
Key Knowledge, Skills & Experience
* Experience working with speech analytics platforms (e.g., NICE Nexidia, Verint, AVAYA, CallMiner, or similar).
* Strong analytical skills with the ability to interpret complex data and translate it into actionable insight.
* Understanding of contact centre operations and customer experience metrics.
* Experience in designing and managing call categories, queries, and taxonomies.
* Ability to communicate insights clearly to both technical and non-technical audiences.
* Familiarity with root cause analysis and continuous improvement methodologies.
* Experience working in a regulated environment (financial services) is desirable.
* Strong collaboration skills and ability to work cross-functionally.
* Comfortable working with both in-house and outsourced teams.
* Proactive, curious, and passionate about improving customer outcomes through data.
Work Level
Experienced Colleague
Recruiter
Phoebe Ewers
Location
Homebased UK, London, Stirling
Closing Date
15 October 2025
We have a diverse workforce and an inclusive culture at M&G plc, underpinned by our policies and employee-led networks. We are committed to equality and welcome applicants regardless of gender, ethnicity, age, sexual orientation, nationality, disability, or long-term conditions. We also welcome those who serve in the military and those returning from career breaks. M&G is proud to be a Disability Confident Leader and encourages applicants with long-term health conditions, disabilities, or neuro-divergent conditions. If you need assistance or an alternative application method due to a disability or additional need, please contact careers@mandg.com
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