Interaction Analytics Lead
Interaction Analytics Lead (NICE CXone) | Remote (Occasional Travel)
Peaple Talent is partnering with an innovative and rapidly growing customer experience technology provider that is transforming the way organisations engage with customers through cutting-edge CCaaS and AI-driven analytics solutions. This is a fantastic opportunity to join a business delivering large-scale digital transformation programmes for high-profile customers, where you’ll play a pivotal role in shaping analytics strategy, operational insight, and customer experience outcomes.
We’re looking for an experienced Interaction Analytics leader who thrives in complex transformation environments and is passionate about delivering insight-led customer experience improvements through advanced analytics and AI technologies.
What You’ll Bring
- Proven experience delivering large-scale contact centre or CX transformation programmes
- Strong hands-on expertise with NICE CXone Interaction Analytics, including speech and text analytics
- Experience leading end-to-end analytics delivery across discovery, design, build, deployment, and optimisation
- Ability to lead multiple analytical and technical workstreams in parallel within complex programmes
- Strong stakeholder management skills, with experience engaging senior leadership and executive-level customers
- Excellent communication skills, with the ability to translate complex analytics and AI concepts into actionable business insight
- Experience designing and implementing analytics operating models, taxonomies, and insight-to-action frameworks
- Strong understanding of AI-driven insight generation, sentiment analysis, trend analysis, and operational intelligence
- Experience working within regulated or complex enterprise environments
- Ability to provide leadership, coaching, and governance across analytics and transformation teams
Nice to Have
- Experience working within central government or highly regulated environments
- Knowledge of alternative enterprise analytics platforms such as Genesys, Verint, or CallMiner
- Familiarity with wider CX technologies including Quality Management, Workforce Management, and automation solutions
- Experience working closely with vendors, commercial teams, and programme governance boards
- Understanding of data governance, assurance, and audit requirements within large organisations
- Eligibility for SC clearance
- Experience supporting AI literacy and responsible AI adoption within operational teams
- Certifications or accreditations relevant to CX, analytics, Agile delivery, or IT service management