Job Family and Group: Customer Service
Reports to: Customer Analytics Team Leader
Location: Indianapolis, IN OR Dayton, OH
Position Summary The Lead Data Analyst serves as a strategic analytics partner to the Customer Operations organization within a utility environment. This role goes beyond report creation to proactively identify insights, performance gaps, and operational opportunities that improve customer experience, operational efficiency, and KPI performance.
This individual collaborates cross-functionally with Operations, Digital, Workforce Management, and IT to ensure reporting frameworks align with business objectives. The role also functions as a subject matter expert (SME) for Genesys Cloud, driving KPI standardization, data governance, documentation integrity, and system redundancy across the organization.
The ideal candidate demonstrates strong analytical rigor, business acumen, high emotional intelligence, and the ability to influence stakeholders through data storytelling.
Key Responsibilities Strategic Analytics & Insight Generation - Translate business challenges into structured analytical frameworks that drive measurable improvements in customer care and operational KPIs.
- Deliver diagnostic and predictive insights that influence leadership decision-making.
- Develop executive-ready narratives that connect metrics to business outcomes, including but not limited to consultative reporting, predictive insights, and ROI analysis.
- Perform additional responsibilities as required to support evolving business needs, key stakeholders, and customer experience.
Reporting & Dashboard Development - Design, build, and maintain scalable reporting solutions using SQL, Power BI, Genesys Cloud, and advanced Excel modeling.
- Develop standardized KPI dashboards aligned to enterprise definitions and regulatory reporting requirements that allow high-level trends through agent-level behaviors.
- Produce recurring operational reporting and executive scorecards.
- Deliver timely ad-hoc analyses to support emerging business needs and regulatory inquiries.
Genesys Cloud SME & Data Stewardship - Serve as the organizational SME for Genesys Cloud reporting, data structures, and performance metrics.
- Ensure KPI consistency across queues, divisions, and business units.
- Partner with IT and system administrators to validate configuration changes and reporting impacts.
- Maintain comprehensive data governance documentation including metric definitions, data lineage, calculation logic, and change logs.
- Support redundancy planning and knowledge transfer to reduce single points of failure.
Cross-Functional Collaboration - Partner with Customer Care, Workforce Management, and Digital to align reporting to business objectives.
- Facilitate stakeholder sessions to gather reporting requirements and identify unmet data needs.
- Promote data literacy across business partners.
- Proactively recommend process improvements informed by analytics.
Data Governance & Standardization - Define and enforce KPI standards to ensure enterprise-wide consistency.
- Establish documentation protocols for metric definitions and reporting logic.
- Monitor data integrity and implement quality controls.
- Increase transparency and visibility of reporting methodologies to stakeholders.
Required Qualifications - Bachelor's degree in Analytics, Business, Finance, Information Systems, Statistics, Engineering, or related field.
- 5+ years of progressive experience in data analytics, preferably within utilities, regulated industries, or contact center environments.
- Advanced proficiency in Power BI and other business intelligence tools (SQL, Tableau, or similar).
- Strong experience in contact center analytics and performance metrics (e.g., Service Level, AHT, FCR, CSAT, Adherence).
- Hands-on experience with Genesys Cloud reporting or similar contact center platforms highly preferred.
- Demonstrated experience with KPI standardization and data governance practices.
- Strong executive communication and data storytelling skills.
Preferred Qualifications - Experience in regulated utility or energy industry.
- Workforce Management analytics experience.
- Knowledge of IVR performance metrics and digital channel analytics.
- Familiarity with data warehousing concepts and ETL processes.
Core Competencies - Proactive problem-solving mindset.
- High emotional intelligence and stakeholder awareness.
- Strategic thinking balanced with operational detail orientation.
- Strong collaboration and influence skills.
- Ability to manage ambiguity and competing priorities.
- Commitment to data accuracy, integrity, and transparency.
