Speech Analyst (Call Miner)

Speech Analyst (Call Miner)

Salary £33,000 – 40,000, dependent on experience

Permanent

London Hybrid

Our Speech Analysts, play an important role in providing exceptional experiences every day to our valued customers.

Why are our customers calling us? Are we dealing with customer calls effectively? How we can improve our processes and product offerings in the future? – These are all questions that your analysis will provide answers to. The analysis undertaken will provide support and new opportunities in strategic programmes across the Saga Group in this dynamic and varied role.

Working in a direct team of 3 you will be supporting our Insurance contact centre with insight, trends and analysis. This will help provide support and new opportunities in strategic programmes across our Insurance business.

At Saga, we are proud to offer flexibility over where you work. This role will require an ad hoc presence in our London and Kent hubs, typically once a week.

Package Description

At Saga we recognise that our people make us special. We believe our colleagues deserve rewards for the excellence they demonstrate every single day, that\’s why we have put together an amazing benefits package for all colleagues.

BENEFITS AVAILABLE TO ALL COLLEAGUES:

• 25 days holiday + bank holidays
• Option to purchase additional leave – 5 extra days
• Pension scheme matched up to 10%
• Company performance related annual bonus – Up to 5%
• Life assurance policy on joining us, 4 x salary
• Wellbeing programme
• Colleague discounts including family discounts on cruises, holidays and insurance
• Range of reductions and offers from leading retailers, travel groups and entertainment companies
• Enhanced maternity and paternity leave
• Grandparents leave
• Income protection
• Access to Saga Academy, our bespoke learning platform

Main Responsibilities

As one of our Speech Analysts, you will be accountable for the following areas;

• Working closely with the business stakeholders to understand business needs and interpret them into meaningful pieces of analysis.

• Proactively identify opportunities for improvements through data analysis within the speech platform.

• Creation and maintenance of categories to support analysis or tracking.

• Turning large data sets into actionable insight.

• Creation of dashboards and insight packs where appropriate.

• Governance and controls in relation to the speech platform.

• Peer to peer supporting and mentoring

The Ideal Candidate

Experience working as a Speech Analyst is essential, ideally having used Call Miner. Other skills and experience required include:

• Ability to succinctly summarise large data sets

• Strong communication and stakeholder management

• Attention to detail and analytical

• Able to provide insight and tell stories through data

• Competent use of SQL

Saga Values: Make it Happen, Do the Right Thing, Customer First, Excellence Every Day, Our People Make Us Special

About The Company

Over the past 70years we have become the UK\’s specialist provider of products and services to people aged over 50 in the UK. We’re one of the most recognised and trusted brands amongst UK consumers in this demographic, recognised for its high-quality products and exceptional standards of service. Our product portfolio includes cruises, holidays, insurance, personal finance products andour Saga Magazine.

We aim to be the most-trusted brand for older people in the UK. Our focus on delivering exceptional products and service empowers our colleagues to create moments that are personal and special for our customers and for each other. Our values underpin our approach and help guide us to deliver our purpose.

We’re committed to making sure that colleagues can be their best, be themselves and make a difference – more than anywhere else. We do this by creating a truly inclusive culture, where all colleagues can bring their full and authentic selves to work and be treated with dignityand respect in an environment that is free from discrimination and harassment.

Thanks to our people, Saga has been ranked 6th in the UK’s Best Employers 2025 by the Financial Times and Statista. This recognition, based on the voices of 20,000 employees across the UK, is a testament to the great culture we’ve built together. This award belongs to all our colleagues who collectively make Saga a fantastic place to work.

We are champions of age inclusivity and signatories of the Age-Friendly Employer Pledge, we are proud of our multigenerational teams we have in place. We’re also a committed Disability Confident employer and ensure that our recruitment process is inclusive and accessible.

Your application will have fair consideration, and you’ll receive personal communication throughout your applicant journey when you apply to join Saga.

For more information on our DEI policies, colleague stories and other opportunities across the business, please visit Jobs and careers with Saga

Saga does not accept agency CVs unless specifically engaged on the role by the Talent Acquisition Team. Please do not forward CVs to our recruiters, employees or any other company location. Saga will not be responsible for any fees related to CVs received in this unsolicited manner.

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In Short

• Industry Travel & Tourism
• Founded 1951
• Location Folkestone
• Company size 5000+

Welcome to Saga

At Saga, we’re driven by the simple aim of making the UK the best place in the world to grow older. A dynamic and forward-looking business with a clear, single-minded purpose; to create exceptional experiences every day and be a driver for positive change in our markets and communities.

This desire to deliver exceptional experiences empowers our colleagues to create moments that are simple, personal, and special… for our customers and for each other.

Our values underpin our approach and help guide us to deliver our purpose. We work with precision pace, curiosity, empathy and collaboration to create a unique environment for our team.

About us

Get to know us, our history, and what makes Saga such a great place to work.

At Saga, we create exceptional experiences every day. From cruises to insurance, personal finance to holidays – we’re proud to be the UK’s specialist provider of products and services to people over 50.

A driver for positive change in our markets and communities, we invest in building deeper and longer-lasting relationships with our customers. Because by understanding what they want today – and what they’ll need tomorrow – we can continue to deliver unforgettable, unrivalled experiences for many years to come.

Saga is a major employer in Folkestone, and we operate other offices in Thanet, Hastings, Redhill, London and Seaham. Many of these areas struggle with employment deprivation and we are proud to be an employer in these communities.

Our contact centre and mailing house are a fantastic environment for colleagues with little formal educational or qualifications to join us and build a lasting career. We offer comprehensive training to support colleagues to be successful when they join us. We also welcome and support those who join us from under-privileged backgrounds.

One of the ways we do this is through our Hardship Fund, offering a helping hand to colleagues when they need it most.

What we offer

We think it’s only right that when we do well, our people do too. That’s why we share our business success by awarding all eligible colleagues free Saga shares. We also pride ourselves on making sure our pay and benefits are competitive and fair, as we continue to embed our reward principles.For all colleagues, we maintain a 20p uplift between minimum pay levels and the national Living Wage.

Equality, Diversity and Inclusion

We aim to create a culture which gives everyone the opportunity to be their exceptional self, every day. How? By building a diverse and inclusive environment where our colleagues feel like they belong.

Equal opportunities

In support of our Equal Opportunities Policy, Saga is committed to ensuring our attraction, recruitment, promotion and training practices all include barrier-free, fair, objective and inclusive processes. All decisions relating to employment and our colleague lifecycle are free from bias and based solely upon work criteria and individual merit.

As a proud member of the 30% Club, diversity is a key business imperative for our continued success. The 30% Club is a global campaign led by Chairs and CEOs taking action to increase gender diversity at board and senior management levels, whose global mission is to reach at least 30% representation of all women on all boards and C-suites globally.

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