Jay Gough
About Jay Gough
Jay Gough is a Voice of the Customer Analyst based in Melbourne, Australia, with extensive experience in customer service and analytics. He has held various roles at Origin Energy, Deloitte, and Verint, focusing on enhancing customer experience through speech analytics and change management.
Current Role at Verint
Jay Gough serves as a Voice of the Customer Analyst at Verint, a position he has held since 2021. In this role, he focuses on utilizing customer feedback and insights to drive improvements in customer experience and operational performance. His expertise in speech analytics plays a crucial role in understanding customer sentiments and enhancing service delivery.
Previous Experience at Origin Energy
Jay Gough has extensive experience at Origin Energy, where he held multiple roles over several years. He worked as a Manager in Knowledge and Change Management for nine months in 2015, and previously served as a Business Sales and New Connections Performance Coach from 2010 to 2012. He also held positions as Customer Relations Team Leader and Quality Analyst and Coach, contributing to various aspects of customer service and operational efficiency.
Experience at Deloitte and Stellar
Gough worked at Deloitte as a Senior Analyst in Speech Analytics for nine months in 2018. His role involved analyzing speech data to improve customer interactions. Following this, he joined Stellar as a Speech and Insights Analyst from 2019 to 2021, where he continued to apply his analytical skills to enhance customer service strategies.
Education and Expertise in Data Science
Jay Gough studied at RMIT Online, where he completed a Graduate Certificate in Data Science from 2020 to 2021. This educational background complements his professional experience, particularly in leveraging data analytics and speech analysis to drive business process improvements and enhance customer experiences.
Background in Customer Service and Consulting
Gough's career began in customer service roles, including positions at DHL and Energex. He has a strong background in consulting for contact centers, focusing on speech analysis to improve business processes. His skills in stakeholder management have contributed to successful change management initiatives throughout his career.