The Senior Analyst, Strategy, Performance & Transformation supports the development, execution, and performance management of Regulated customer strategy by delivering data-driven insights, financial and operational analysis, executive-ready communications, and governance support. Reporting to the Senior Manager, Customer Strategy & Transformation, with a dotted-line relationship with the Senior Manager, Strategy & Performance, this role enables both customer transformation and broader business performance priorities by translating customer, operational, financial, market, and regulatory data into actionable recommendations.
The Senior Analyst supports retention, churn reduction, customer experience improvement, strategic planning, portfolio reporting, business case development, and cross-functional initiative execution. This role helps ensure initiatives are grounded in data, aligned with regulatory and business requirements, and connected to measurable customer, operational, and financial outcomes.
Essential Duties / Responsibilities:Support Customer Strategy Development & Insight Generation- Analyze customer data, including retention trends, churn drivers, complaint data, and operational performance metrics to identify insights and opportunities.
- Support the development of customer segments, journeys, and experience strategies through data analysis and research.
- Translate data into clear insights and recommendations that inform strategic priorities, initiative design, and investment decisions.
- Conduct competitive, regulatory, and market analysis to support strategy development and evolution.
- Prepare analytical summaries and briefing materials to support strategic discussions and decision-making.
Enable Execution of Transformation Initiatives- Support the translation of strategy into execution by contributing to initiative planning, including defining requirements, documenting business needs, and supporting roadmap development.
- Track initiative progress against defined milestones, identifying risks, dependencies, and delays for escalation.
- Assist in developing and maintaining project artifacts such as business requirements, process documentation, and change impact assessments.
- Collaborate with cross-functional stakeholders to gather inputs, validate assumptions, and ensure alignment on initiative scope and outcomes.
- Support governance processes by preparing status updates, reporting materials, and meeting documentation.
Performance Measurement & Reporting- Monitor performance trends and identify gaps between expected and actual outcomes.
- Provide regular reporting and insights into initiative performance, highlighting key trends, risks, and opportunities.
- Support the development and refinement of KPIs to ensure alignment with business and customer experience objectives.
- Translate complex data into clear, actionable insights for both operational and leadership audiences.
Customer Retention & Experience Insights- Analyze drivers of customer churn and retention using behavioral data, complaints, and journey analysis.
- Support the identification of root causes impacting customer experience and retention outcomes.
- Contribute to the development of retention strategies by providing data-backed insights and scenario analysis.
- Assist in evaluating the effectiveness of retention initiatives and recommending improvements.
- Support continuous improvement efforts by identifying trends and areas for optimization in customer journeys and processes.
Stakeholder Collaboration & Communication- Partner with teams across Customer Management, Operations, Digital, Product, and Regulatory to support data collection, analysis, and initiative execution.
- Build strong working relationships with stakeholders to ensure data accuracy, alignment, and shared understanding of insights.
- Support development of executive-ready materials by synthesizing data and insights into structured narratives for senior audiences.
Support Strategic Planning & Performance Management- Support annual and in-year strategic planning activities by consolidating inputs, preparing analysis, and developing materials that connect regional priorities to customer, operational, and financial outcomes.
- Assist with strategic reporting, including initiative status, risks, dependencies, milestones, benefits realization, and performance against defined objectives.
- Support financial and commercial analysis related to customer strategy and performance initiatives. Prepare business case inputs, financial summaries, forecasting analysis, and decision-support materials for strategic initiatives.
- Support leadership workshops and strategic discussions through preparation of analysis, materials, and meeting outputs.
Key Competencies:- Ability to support multiple senior leaders, clarify priorities, manage ambiguity, and influence through data and structured communication
- Strong analytical, financial, and problem-solving skills, with the ability to interpret complex customer, operational, and financial data and translate insights into actionable recommendations.
- Proficiency in data analysis tools (e.g., Excel, Power BI, SQL or equivalent) and presentation tools (e.g. PowerPoint)
- Strong attention to detail and data accuracy
- Comfort tracking milestones, risks, dependencies, decisions, benefits, and actions across cross-functional initiatives.
- Effective communication skills, with the ability to present insights clearly to different audiences
- Collaborative mindset with the ability to work across cross-functional teams
- Understanding of customer experience metrics (e.g., NPS, churn, retention) is an asset
- Familiarity with the Alberta natural gas or electricity industries will be considered an asset
- Experience in financial or consulting roles will be considered an asset
Minimum Requirements:- Bachelors degree
- 3 years of industry experience or in similar roles
DEML employs individuals in the Provinces of Alberta, Ontario, British Columbia, and Saskatchewan. We regret that we will be unable to hire you for this role if your regular remote work location is not within one of these listed provinces. Please reach out to
[email protected] if you have any questions.
We support the use of AI tools to help you prepare for your interview (e.g., practicing responses, researching the role, or refining your resume). However, during interviews and assessments, we expect responses to reflect your own thinking, experience, and communication. Use of AI to generate or read answers in real time, complete assessments, or misrepresent your qualifications is not permitted and may impact your candidacy.
