Speech Analytics Manager - B2C Sales

Backed by leading investors including HL Partnership, Better Group, Experian, the CEO of OakNorth, and the former Chairman of Salesforce, we’re building the technology platform powering the future of UK home-buying.

We started by solving a major gap in the mortgage market, helping customers traditional brokers often couldn’t serve. To do that, we built Haya, our proprietary data, automation and decisioning platform.

Today, our technology powers eligibility, affordability and end-to-end mortgage journeys at scale through partners including Experian, reaching millions of consumers.

We are growing rapidly across both Haysto and Picnic, spanning specialist and mainstream mortgages, embedded finance partnerships, direct-to-consumer acquisition and platform-led distribution.

We are hiring a Speech Analytics Manager to build and lead our AI-powered conversation intelligence capability across Haysto.

This role will sit at the centre of Sales, Operations and Customer Experience, owning our speech analytics platform, Triple Session, and transforming thousands of customer conversations into actionable business insight.

Working closely with Sales Leadership, QA, Operations, Product, Compliance and the executive team, you will identify what drives customer outcomes, performance, conversion and operational excellence.

You will leverage AI to analyse every customer interaction, uncover trends, identify coaching opportunities, monitor compliance, improve customer experience and provide insight that drives commercial performance across the business.

We are looking for someone analytical, commercially minded and naturally curious, who enjoys turning large volumes of conversation data into clear operational recommendations and measurable business improvements.

• Ownership and optimisation of the Triple Session speech analytics platform
• AI-powered analysis of customer calls across Sales and Operations
• Building and maintaining automated scorecards for sales quality, customer experience and compliance
• Identifying behavioural patterns that improve conversion, customer outcomes and adviser performance
• Monitoring customer sentiment, objections and friction points throughout the customer journey
• Producing insight into why customers convert, disengage or fail to progress
• Partnering with Sales Leaders and QA to deliver targeted coaching recommendations
• Identifying compliance risks and emerging customer conduct themes
• Analysing conversation trends to support Product, Marketing and Operational improvements
• Developing dashboards and reporting for leadership teams
• Creating automated alerts and insight packs highlighting emerging risks and opportunities
• Working alongside Product and Engineering to improve AI scoring, conversation models and reporting capability
• Continuously improving conversation intelligence processes as the business scales

• Experience using speech analytics, conversation intelligence or AI-powered QA platforms (Triple Session, Gong, Chorus, CallMiner, Observe.AI or similar)
• Strong analytical skills with the ability to interpret large volumes of conversational data
• Experience within high-volume sales, contact centre or customer operations environments
• Strong understanding of sales quality, customer experience and operational performance metrics
• Experience creating scorecards, dashboards and actionable operational insight
• Commercially minded with the ability to connect customer conversations to business performance
• Comfortable working with AI, automation and emerging technologies
• Strong stakeholder management skills with confidence presenting recommendations to senior leaders
• Naturally curious with a continuous improvement mindset
• Highly organised with strong ownership and attention to detail

Success in this role will be measured by your ability to transform customer conversations into measurable business improvements.

You will improve performance through data-driven coaching, increase conversion rates by identifying best practice, strengthen compliance through AI-powered monitoring, enhance customer experience by uncovering friction across the journey and provide leadership with actionable insight that improves operational performance.

You will help build a best-in-class conversation intelligence capability that becomes central to how Haysto continuously improves customer outcomes and scales efficiently.

• Opportunity to help build a category-defining UK homeownership platform
• Backed by major strategic investors and partners
• Significant scale opportunity over the next 3–5 years
• Exposure to enterprise partnerships reaching millions of consumers
• Opportunity to build Haysto’s AI-powered conversation intelligence capability from the ground up
• High-autonomy, high-impact role with direct executive exposure
• Opportunity to shape how AI is used to improve sales, operations and customer experience across the business
  

Remote