Senior Manager – Enterprise Customer Insights and Speech Analytics
| Company | Western & Southern Financial Group |
|---|---|
| Location | Cincinnati, OH, USA |
| Salary | $Not Provided – $Not Provided |
| Type | Full-Time |
| Degrees | |
| Experience Level | Senior, Expert or higher |
Requirements
- High School Diploma with 10-11 years of relevant experience, particularly in contact center operations, data science or data analysis (Required)
- 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)
Responsibilities
- Ensure effective execution and expansion of the Nexidia AI speech analytics program, aligning it with business strategy across W&S and Gerber Life.
- Align speech analytics initiatives with business goals to drive performance improvement, working closely with multiple business unit’s senior leaders.
- Act as a key liaison between key stakeholders to optimize speech analytics use across the enterprise.
- Establish and lead the enterprise Nexidia Speech Analytics team, fostering a collaborative and innovative environment.
- Facilitate communication and collaboration between the speech analytics team and other business units to maximize the impact of analytics insights.
- Identify and prioritize opportunities to enhance customer experience, operational efficiency, compliance, and sales performance, in consultation with executive leadership.
- Oversee the collection, analysis, and interpretation of data using the NICE/Nexidia Ecosystem, transforming it into actionable insights for key stakeholders.
- Develop advanced analytic models, reports, and dashboards to present findings to key stakeholders, ensuring clear communication and present to all levels of leadership.
- 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.
- Manage relationships with vendors, negotiate contracts, and ensure they meet organizational needs, coordinating with legal and executive teams.
- Provide direction and development for associates through coaching, performance management, and training, encouraging a culture of continuous improvement and collaboration.
Preferred 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)
- Nexidia Certification, CallMine Certification or any other relevant speech analytics tool certification (Preferred)
- Nexidia Certification, CallMiner Certification, or any other relevant speech analytics tool certification within 1 Year (Preferred)