Join us, be part of more.
We’re so much more than an energy company. We’re a family of brands revolutionising how we power the planet. We're energisers. One team of 21,000 colleagues that's energising a greener, fairer future by creating an energy system that doesn’t rely on fossil fuels, whilst living our powerful commitment to igniting positive change in our communities. Here, you can find more purpose, more passion, and more potential. That’s why working here is #MoreThanACareer. We do energy differently - we do it all. We make it, store it, move it, sell it, and mend it.
About your team:
You’ll be working centrally within our mission control room, aka Centrica’s group functions. From Finance and Data Science, to our Wellbeing and People teams - this is the engine of our energy system, where our various Centres of Excellence power up each of our brilliant businesses, ensuring they have all the support, technologies, and capabilities they need to get our customers to Net Zero by 2050.
We are recruiting for aSenior Analyst - Customer Journeys. As a team leader within Analytics & Insight you will manage a multi-disciplined team of Data Analysts, Insight Analysts and Digital Analysts to design, plan and deliver a roadmap of analysis, qualitative research and performance activity to understand customer behaviours, value and other attributes to support customer strategy development, CX and journey improvement and optimise business performance. You will also have accountability for operating the Voice of the Customer Programme for BGE.
Key Accountabilities:
Line manage a team of analysts with skillsets covering digital, customer journeys and research & insight Manage the operational relationship with the 3rd party supplier of the Voice of the Customer programme Coach and mentor the team to deliver a 360 view of customer behaviour drawing on each discipline to achieve the best outcome for the stakeholder Manage a roadmap of analytical deliverables, regularly interfacing with product owners and product leads to effectively prioritise technology/journey development based on customer impact and achievement of cost-to-serve ambitions Deliver rich customer insights and understanding through deep analysis of customer behaviours, attitudes, value and other attributes Create robust methodologies to size the impact of CX feature creation and deliver post-go live measurement considering a range of qualitative and quantitative KPIs Analyse large data sets covering transactions, interactions and customer demographics to extract actionable insights Design and develop algorithms turning raw data into useful information Create statistical models usable in products or business decision making Obtain datasets from other teams, manipulate them based on requirements and ensure results are communicated to relevant teams Translate and understand business problems into requirements, and support Customer Strategy development, Customer Engagement activity, CX & journey improvement and business performance
The Person Requirements:
Strong applied mathematics and coding skills e.g. SQL, Python/R Exposure to DB and data technologies e.g. Databricks, MS Azure, MySQL, Kafka, Spark, Amazon Athena, Redshift Data visualisation tools e.g. Power BI, Tableau Statistical techniques used to understand probability, correlation and causation within large data sets e.g. (may have used equivalent of AWS Sagemaker & Jupyter notebook, Databricks) Adobe Analytics or equivalent digital analytics experience Experience of managing qualitative research and NPS tracking
Why should you apply?
We’re not a perfect place – but we’re a people place. Our priority is supporting all of the different realities our people face. Life is about so much more than work. We get it. That’s why we’ve designed our total rewards to give you the flexibility to choose what you need, when you need it, making sure that you and your family are supported not only financially, but physically and emotionally too. Visit the link below to discover why we’re a great place to work and what being part of more means for you.
If you're full of energy, fired up about sustainability, and ready to craft not only a better tomorrow, but a better you, then come and find your purpose in a team where your voice matters, your growth is non-negotiable, and your ambitions are our priority.
Help us, help you. We would love for you to share any information about yourself throughout our recruitment process so that we can better understand you and help shape your journey.
