What are the responsibilities and job description for the Senior Manager, Enterprise Customer Insights And Speech Analytics position at Gerber Life Insurance Company?
We're Hiring: Senior Manager, Enterprise Customer Insights & Speech Analytics
Location: Fremont, MI, White Plains, NY or Cincinnati, OH
Travel: Up to 5% annually
Work Type: Full-time | Office-based with occasional travel
About the Role:
Are you passionate about turning voice data into actionable insights? We’re looking for a strategic and experienced Senior Manager of Speech Analytics to lead our enterprise-wide initiatives using the NICE/Nexidia/Enlighten ecosystem. This role is pivotal in driving performance, compliance, and customer satisfaction through advanced speech analytics.
What You’ll Do:
- Lead and grow a high-performing Nexidia Speech Analytics team.
- Drive enterprise-wide adoption and optimization of NICE/Nexidia AI tools.
- Collaborate with senior leaders across business units to align analytics with strategic goals.
- Translate customer and associate voice data into meaningful business improvements.
- Develop advanced dashboards and reports to communicate insights to stakeholders.
- Manage vendor relationships and support change management initiatives.
What We’re Looking For:
✅ Extensive experience with NICE/Nexidia speech analytics tools (Required)
✅ Proven leadership in managing cross-functional teams
✅ Strong background in contact center operations, data science, or analytics
✅ Excellent presentation and stakeholder communication skills
✅ Experience with speech analytics platforms like Nexidia or CallMiner (Certification preferred)
✅ Strategic thinker with a passion for customer experience and operational excellence
✅ Proficiency in Microsoft Excel and PowerPoint for data storytelling
Preferred Qualifications:
- Bachelor’s degree in Data Science, Business Analytics, IT, or related field
- Nexidia or CallMiner certification (or willingness to obtain within 1 year)
- Experience in insurance or contact center technologies is a plus
Ready to lead the voice of the customer revolution?
- Apply now and help us transform insights into impact.
Salary : $97,600 - $120,000
