Joy Minnich
Speech Analytics Manager @Amica Insurance
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WORK HISTORY
Speech Analytics Manager @Amica Insurance
Indianapolis, IN, US
Manage the speech analytics team and oversee the analysis of customer interactions, leveraging analytics solutions to provide insights that enhance customer experience, increase loyalty, growth, operational efficiency, and support strategic decision-making.
EDUCATION
Eastern Washington University
B.A., Business Administration, Human Resources
ABOUT JOY MINNICH
As a customer experience leader, I specialize in CX strategy—transforming customer insights into enterprise-level initiatives that deliver measurable impact. Skilled in customer journey mapping, voice of the customer (VoC) programs, and experience design, I align strategies with organizational goals and translate complex data into actionable plans that influence executive decisions. Known for balancing customer advocacy with business priorities to improve satisfaction, loyalty, and performance.I lead the enterprise rollout of speech analytics—driving innovation through voice and digital data to enhance customer experience, improve quality management, and support strategic growth. As a result, we have seen measurable gains in NPS and CSAT. I’ve built award-winning teams, achieved top J.D. Power rankings, and championed employee engagement. Passionate about continuous development, I believe empowered employees create exceptional experiences. I’ve had the honor of sharing these insights as a speaker at the International Customer Management Institute Conference.
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