Interaction Analyst

Are you passionate about transforming conversations into actionable insights? Join our dynamic team as a Interaction Analyst, where you will be at the forefront of enhancing the customer and agent experience.

This is your chance to work in exciting, fast-paced, and ever evolving environment. Be part of a team that values innovation, data-driven strategies, and meaningful impact.

You will analyse speech and text data to uncover trends and opportunities, collaborate with stakeholders across all levels to drive strategic decisions, ensure speech, text and other customer data points are fully utilised to deliver clear, concise and quantified analysis. You will play a key role in improving customer journeys and agent performance.

Don’t hesitate to apply for a role even if you don’t meet all the criteria; your unique strengths and eagerness to learn can be just as valuable. Full training and ongoing support will be given.

Main Duties

• Build and maintain accurate speech and text topics using the Genesys STA framework.
• Provide specialist support and perform structured analysis across voice and digital channels.
• Produce clear, actionable reports with improvement recommendations and present findings to stakeholders.
• Create and maintain dashboards to support ongoing analysis.
• Explore new ways to use STA functionality and improve accessibility of speech/text data.
• Manage documentation, prioritise change requests, and support benefit tracking post implementation.
• Maintain configuration governance, conduct topic reviews, and ensure analytical accuracy.
• Collaborate across departments and provide feedback on issues and opportunities.

Skills and Experience: 

• Strong numerical and problem-solving skills.
• Ability to simplify and communicate complex concepts clearly.
• Efficient at managing multiple tasks and meeting deadlines.
• Proficient in Microsoft Excel.
• Basic knowledge or willingness to learn SQL/A3S and Looker (or similar data visualisation tools).
• Comfortable engaging with stakeholders at all levels.
• Self-motivated and able to work independently.
• Exposure to MI/reporting environments or STA Genesys framework.
• Previous analyst or project delivery experience (preferred but not essential).

Admiral: Where You Can

We take pride in being a diverse and inclusive business. It's a place where you can Be You, and show up as you are. We’re committed to fostering a people-first culture where everyone is accepted, supported, and empowered to be brilliant. You can, Grow And Progress at a pace and direction that suits you, Make A Difference for our customers and each other, and Share in Our Future with all colleagues eligible for up to £3,600 of free shares each year after one year of service.

Everyone receives 33 days holiday (including bank holidays) when they join us, increasing the longer you stay with us, up to a maximum of 38 days (including bank holidays). You also have the option to buy or sell up to an additional five days of annual leave.

We’re proud of our people-first culture. In fact, we've been recognised as a Great Place to Work for Women, a Great Place to Work for Wellbeing, and an overall Great Place to Work for over 25 years! We’re fully committed to making sure your progression is not slowed or halted by barriers related to race, gender, age, sexuality or any of the protected characteristics.

Our fantastic benefits make sure our colleagues have a great work-life balance; You can view some of our other key benefits here.

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