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Operations Analytics Manager

Salary Details:
Advertising End Date:
20 Jan 2020
About The Role

The objective of this position is to support the Customer Operations department by driving analytical solutions, data & insight, and moving forward the department’s data strategy.

The successful candidate will lead the Operations Analytics team in the delivery of core services to the Customer Operations department, the delivery of analytics & insights, and the delivery of core data-driven projects. This will be done through championing the use of data to drive decision making from performance management to process improvement whilst educating internal customers on best practice insight techniques.

The team will be the interface with the Data Engineering and Planning & Insight teams, working closely with them in order to deliver data requirements, utilising industry best practices such as the peer review framework. You will ensure that Customer Operations is represented when requirements are balanced against competing priorities and best practice solutions are implemented as standard.

You will manage a service desk of requests, and engage with stakeholders to ensure requirements are gathered, and that requests are prioritised in agreement with key stakeholders. You will also take the lead in large scale projects to overhaul our ways of working by building automation tools & techniques and applying them to our business-as-usual processes.

What will you do?

  • Lead a small team of Analysts to deliver the department’s objectives, identifying and implementing best practice methodologies, skill sharing and performance management
  • Work with the Customer Operations Leadership Group to Identify key performance indicators and service level requirements for customer operations; considering business requirements (eg customer service levels) and industry compliance (eg CAB)
  • Translate Voice of Customer and Voice of Business into clearly defined analytical processes
  • Ensure the provision of regular reporting (daily/weekly/monthly etc.)
  • Support the implementation of data infrastructure into the Customer Operations area
  • Ensure procedural documents and training material are created
  • Be the interface with the Technology and Transformation team
  • Assist internal stakeholders with data analytics
  • Assist internal stakeholders to find data lead solutions to existing problems
  • Assist in delivery of projects to deadlines
  • Work with other teams and departments to deliver continually improving insights and business intelligence
  • Run and facilitate requirements-gathering workshops with internal and external stakeholders. 
  • Take the existing Customer Operations data strategy and ensure that it is fit for purpose within the wider organisation’s framework
  • Define and document clear requirements to deliver our data strategy
  • Build strong stakeholder relationships around the business to develop a data strategy for how data will inform key business objectives
  • To act as the interpreter sitting between processes, stakeholders and data. 
  • Interpret data, analyse results using statistical techniques and provide ongoing insight
About You

What will you bring?

  • Experience in the energy / utility / telco industry
  • Experience of the energy industry data environment
  • Experience managing and developing others
  • A drive to learn and develop new skills
  • Excellent written and verbal communication skills
  • Exceptional analytical skills
  • High attention to detail
  • High level of numeracy, accuracy and problem solving ability
  • High level of computer literacy with experience of Microsoft Office Suite
  • Excellent planning and organisational skills
  • Report writing and monitoring ability
  • Advanced MS excel & SQL skills
  • Stakeholder management & engagement
  • Experience using Power BI (or similar)
  • Knowledge of AWS (desirable)
  • Knowledge of python & Jupyter desirable
About Us
Ecotricity is the greenest energy company in Britain. In fact, when we started back in 1995, we were the first green electricity company in the world.

Our mission was and remains to change the way energy is made and used – after introducing green electricity to the world, we introduced green gas to Britain in 2010 too.

Our model is unique: we use our customers’ energy bills to fund the building of new sources of green energy. We like to refer to this as turning ‘bills into mills’ – energy bills into energy mills, whether that’s wind, sun, sea or gasmills.

We’ve built over seventy wind and sun parks across Britain, we’re planning to build Britain’s first ever Green Gasmills, and through Britwind, our small wind company, we design, build and deliver small wind turbines to landowners and businesses throughout Britain and the world!

We don’t just focus on energy though – we built and run the Electric Highway, Britain’s leading network of electric car chargepoints, we helped Forest Green Rovers become the greenest football club in the world, and launched Britain’s greenest mobile phone service, Ecotalk.

We’re a not-for-dividend company too – which means we’re free to use the money we make for our mission and our mission alone.

We do all of this with the help of our customers – and the awesome team of people here at Ecotricity. Our people believe in our mission – they’re amazing at what they do, and they make a difference every day they come into work.