Job Description

Senior Manager, Enterprise Customer Insights & Speech Analytics

Location: Fremont, MI | White Plains, NY | Cincinnati, OH (Onsite)

Salary Range: $97,600-$140,300 (Based on qualifications and location)

About the Role

We’re seeking a strategic and visionary Senior Manager to lead our Enterprise Speech Analytics team. In this role, you will drive the optimization of institutional knowledge across multiple business units by leveraging the NICE/Nexidia/Enlighten speech analytics ecosystem. Your leadership will empower data-driven decision-making to improve operational efficiency, regulatory compliance, sales, and customer satisfaction across the enterprise.

Key Responsibilities

• Lead and expand the Nexidia AI speech analytics program, aligning initiatives with organizational goals across Wealth & Security (W&S) and Gerber Life.
• Serve as the primary liaison between the speech analytics team and senior executive leadership, providing insights and program updates.
• Collaborate with business unit leaders to identify opportunities that enhance customer experience, operational efficiency, compliance, and sales performance.
• Build, mentor, and guide a high-performing Nexidia Speech Analytics team, fostering innovation and cross-functional collaboration.
• Oversee data collection, analysis, and reporting using the NICE/Nexidia ecosystem, transforming insights into actionable business outcomes.
• Develop advanced analytic models, dashboards, and presentations to clearly communicate findings to stakeholders at all levels.
• Lead change management efforts to ensure smooth adoption of new analytics tools and processes.
• Manage vendor relationships, contract negotiations, and coordination with legal and executive teams.
• Champion continuous improvement, coaching, and performance management for your team.

Qualifications

• Bachelor’s Degree in Data Science, Business Analytics, Computer Science, IT, or related field with 5-7 years of relevant experience (preferred).
• OR Associate’s Degree with 8-9 years of relevant experience (preferred).
• OR High School Diploma with 10-11 years of relevant experience (required).
• Proven experience leading cross-functional teams and managing speech analytics programs.
• Extensive hands-on experience with Nexidia or similar AI-driven speech analytics tools.
• Proficient in Microsoft Office (Excel for data analysis and PowerPoint for presentations).
• Strong strategic thinking, problem-solving, negotiation, and conflict resolution skills.
• Demonstrated ability to analyze and interpret complex data and develop process workflows.
• Solid knowledge of contact center operations and insurance industry technologies.
• Experience driving change and working effectively in fast-paced, evolving environments.
• Familiarity with AI and emerging technologies used for business data aggregation and analysis.
• Speech analytics certification (Nexidia, CallMiner, or equivalent) is highly preferred or to be obtained within 1 year.
• Ability to travel by car and airplane (~5% travel; up to 6 trips per year to home offices).

If you’re passionate about turning data into actionable insights and driving enterprise-wide improvements, we’d love to hear from you!

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