Senior Speech Analyst

In this role you will design, develop and maintain reports, dashboards and visualisations to provide meaningful analysis of customer contact trends. You will work with AWS Connect, Tableau and Power BI to drive business performance and improve the customer experience. You’ll translate business needs into reporting solutions, collaborate with product managers, engineers and stakeholders, and ensure insights are timely and actionable. This position supports data-driven decision-making and requires strong communication of complex information in a clear, accessible way. You join a cross-functional team focused on governance, data quality and impactful analytics.

• Design and maintain conceptual, logical and physical data models to meet business and technology requirements
• Analyze business requirements and translate them into data models aligned with organisational goals
• Develop and maintain data dictionaries and glossaries
• Monitor data usage patterns to identify optimisation opportunities in collaboration with DBA
• Define and document data architecture standards, principles and strategies
• Produce logical designs showing processes, data flows and outputs, and identify common components
• Implement architectures and manage design-related issues
• Collaborate with other functions to support policy, risk management and governance
• Engage in complex data analysis from multiple sources to solve problems and communicate results

• Experience designing and developing reports and dashboards with Tableau, Power BI, Snowflake and Databricks
• Strong understanding of data structures, relationships and data modelling in reporting tools
• Experience with AWS Connect
• Ability to gather, analyse and translate requirements into reporting solutions
• Strong stakeholder management and collaboration skills
• Excellent analytical, problem-solving and communication skills
• Strong SQL and database experience
• Knowledge of Python/PySpark and data analytics
• Experience in Call Centre or Contact Centre environments
• Ability to lead technical teams and mentor junior developers

• stakeholder management
• collaboration
• communication
• Tableau
• Power BI
• Snowflake