Sr. Broker/Client Speech Analyst

Location Designation: Fully Remote 

 

 

When you join New York Life, you’re joining a company that values career development, collaboration, innovation, and inclusiveness. We want employees to feel proud about being part of a company that is committed to doing the right thing. You’ll have the opportunity to grow your career while developing personally and professionally through various resources and programs. New York Life is a relationship-based company and appreciates how both virtual and in-person interactions support our culture.

 

GBS

 

 

Role Overview:

 

This role will focus on developing broker/client specific reporting/analytics for speech, text, and sentiment analysis with the purpose of providing insights into relative broker/client experiences.  Our ideal candidate is intellectually curious and a disciplined self-starter.  Our candidate carries a natural, authentic persona, able to collaborate with stakeholders at all levels of the business, interpret needs, and quickly turn around meaningful results.  Our candidate is motivated, results oriented, and has a scientific method mindset.  This candidate has a deep level of comprehension forming, validating, and delivering analytics that tell the story of data.  Our candidate will apply their vast knowledge of Speech, Text, and data analytics to solve problems and showcase insights.  Our candidate is passionate driven to discover, create, and lead initiatives derived from Speech/Text/Data analytics that increase broker/client retention, enhance business processes, and continuously improve the broker/client experience.  

 

What You’ll Do:

 

• Develop broker/client specific reporting/analytics for speech, text, and sentiment analysis with the purpose of providing insights into relative broker/client/customer experiences.
• Create, inform, and drive initiatives using data to improve the broker/client experience.
• Use advanced customer engagement tools, techniques, data profiling and predictive analytics to form and present insights that will guide strategic decisions aimed at improving the broker/client relations.
• Conduct major and mini call studies and share output, recommendations, and potential ROI/improvements across the GBS footprint.
• Translation of call/text study findings into business outcomes and impacts through high-level business case creation.  
• Examine, interpret, and report results of analytical initiatives to stakeholders.
• Build and manage a book of work with ROI estimates and value capture that supports the GBS Speech/Text Analytics initiatives. Translating data into meaningful story lines.
• Develop executive level reporting on findings and recommendations and establish and execute recurring insights and reporting.
• Recognize trends, anomalies, outliers, and commonalities within customer interaction data and be able to appreciate which are deserving of deeper investigation.
• Create and administer centralized hub for Speech Broker/Client reporting and analytics using Tableau, SageMaker, or Data Brew.
• Co-manage Verint Speech & Text Analytics configuration, categories, profiles, etc. with peer(s), partnering with Verint Business Admin, IT, and Desktop teams as necessary for upgrades, testing, and innovations.
• Seek existing and new AI capabilities to help drive automation of call observation process and generate expedited results on Speech and Text transcription research.
• Organize and drive successful completion of service insight initiatives through effective collaboration with stakeholders.
• Other duties as assigned.

 

What You’ll Bring:

 

• Bachelor’s Degree in statistics, finance, business, or related field is required.
• 3+ years leading Verint Speech Analytics for an organization preferred.
• 3+ years prior work experience performing data/sta