At IAG,

we

’re

ready for you.

We're

the largest general insurance group in Australia and New Zealand. Our family of brands turns the IAG purpose of making your world a safer place into action by helping everyday Aussies and New Zealanders, supporting their

ambitions

and making insurance accessible.

In this role you will find the patterns in customer interactions that matter, explain why they matter, and turn them into measurable service, risk and experience improvements. You will design, optimise and govern speech analytics, conversational AI and IVR across voice and digital channels, combining advanced analytics, prompt engineering, query design and customer journey expertise.

You will work hands‑on with NICE Nexidia analytics, NICE CXone, Quality Central and emerging AI, building the analytics models, conversational prompts, speech categories, phrase libraries, reporting frameworks and intelligent IVR experiences that surface customer trends, operational risks, compliance obligations and service improvements. Deep technical knowledge is essential. This role is hands‑on with the technology. The team acts quickly, works across boundaries and changes its mind when someone has a better idea.

This is a full time permanent chance based in Gadigal Country (Sydney), Meanjin (Brisbane) or Naarm (Melbourne)

Technology Accountabilities

Design, configure and maintain NICE Nexidia speech analytics: search phrases, categories, taxonomies, target media sets and analytic workflows

Create, test and optimise speech analytics queries to identify customer themes, complaints, vulnerabilities, sales opportunities and process failures

Design and maintain intelligent IVR and self‑service experiences (conversational flows,



intent models and routing strategies) and optimise speech recognition and intent classification performance

Engineer and maintain prompt libraries used within speech analytics and conversational AI, and set standards and governance for prompt development and optimisation

Use GenAI to automate insight generation, interaction summarisation and trend identification, and continuously evaluate emerging AI technologies and analytics use cases

Support the shift to intelligent operations by making customer‑interaction insight data‑driven, observable and actionable

Take ownership of allocated work and initiatives and deliver them on time and to a high standard, with clearly articulated scope and benefit.

Business Engagement

Act as the bridge between Contact Centre Operations, Product, Technology and Data & AI, turning customer‑interaction data into insight and measurable value

Translate business questions into scalable analytics solutions, and deliver actionable recommendations to business stakeholders based on interaction data

Partner with CXone, Conversational AI and Data & AI teams to implement customer journeys and improve the quality and accuracy of AI‑generated insight

Present findings and recommendations to operational and senior stakeholders in plain language





Support regulatory and compliance monitoring through targeted analytics

Product Execution & Operations

Analyse customer interactions at scale to improve detection, insight quality, IVR containment and compliance coverage, and turn what you find into business action. Coverage can reach up to 100% of interactions.

Develop executive dashboards and operational reporting, and establish KPIs, measures and analytic frameworks

Build analytics visualisations using reporting platforms such as Tableau, Power BI and CXone reporting tools

Analyse customer language patterns and interaction outcomes to improve IVR containment and customer experience

Evaluate alternative approaches, make recommendations, and pilot new NICE and AI capabilities aligned to business objectives

Monitor IVR effectiveness through analytics and reporting, and manage ongoing enhancement and tuning activities

Ensure analytics configurations are accurate, maintainable and scalable, and support platform upgrades and the introduction of new NICE capabilities

Develop and maintain analytics standards, taxonomies, documentation and operating procedures

Conduct service reviews to identify performance improvements, reassess targets and reduce risk to the business, and evaluate and communicate evergreen changes and enhancements

Skills Knowledge & Experience

3+ years in speech analytics, contact centre analytics, customer insights or conversational AI, or equivalent delivered outcomes

Strong hands‑on experience in speech or interaction analytics: developing search queries, categories, phrase libraries, taxonomies and analytic workflows. NICE Nexidia Analytics or NICE Interactio

📌 IAG Speech (Adelaide)
🏢 Lorikeet
📍 Adelaide