The Senior Business Analyst plays a critical role in driving data-driven decision-making across the organization by deeply analyzing operational performance and identifying actionable insights. This role partners closely with leadership to translate complex data into meaningful recommendations that improve customer outcomes and operational efficiency. As a proactive and strategic contributor, the Senior Business Analyst helps shape metrics, reporting frameworks, and business priorities within a technology-driven utilities and energy environment.
Duties & Responsibilities
- Conduct daily data reviews across key operational metrics, identifying trends, anomalies, and performance patterns that impact customer outcomes.
- Translate complex data into clear, actionable insights and proactively present findings to leadership, driving data-informed decisions with urgency and clarity.
- Evaluate and refine existing KPIs while designing and implementing new metric frameworks aligned to evolving business priorities and organizational goals.
- Partner cross-functionally to develop a deep understanding of the CCO operational landscape, ensuring insights are contextualized to drive meaningful business and customer impact.
- Build, maintain, and enhance reports and dashboards (e.g., Salesforce, Power BI, ServiceNow) to provide operational visibility and executive-level reporting.
- Lead the creation of scalable reporting structures, including MBR/QBR frameworks, ensuring consistency, accuracy, and alignment with strategic objectives.
- Deliver proactive recommendations and calls to action, enabling leadership to move from reactive to forward-looking, insight-driven strategies.
- Provide guidance and mentorship to analysts and cross-functional stakeholders on analytics best practices, promoting a culture that is collaborative and quality-driven.
- Support continuous improvement initiatives by identifying opportunities for automation, process optimization, and data model enhancements.
Required Skills & Experience
- 5+ years of experience in a Business Analyst, Data Analyst, or similar analytics role, preferably within customer support, services, or operations environments.
- Strong analytical expertise with the ability to work directly in raw data, uncover insights, and communicate findings that influence business outcomes.
- Proven experience building and evolving KPI frameworks and reporting structures (e.g., MBR/QBR).
- Excellent communication and storytelling skills, with the ability to distill complex information into clear, executive-ready insights and recommendations.
- Demonstrated business acumen, with the ability to interpret operational performance (e.g., SLA adherence, cost per case, backlog trends) and link data to business impact.
- Proficiency in reporting and BI tools such as Salesforce, Excel, Power BI, ServiceNow, or comparable platforms.
- Self-starter with a proactive mindset, capable of independently identifying opportunities and delivering impactful insights.
- Experience mentoring or guiding peers and stakeholders on analytics standards, governance, and best practices.
- Bachelor’s degree in Business, Data Analytics, Information Systems, or a related field (or equivalent experience).
Preferred Skills & Experience
- Experience supporting analytics within utilities, energy, or regulated industries.
- Familiarity with data modeling, automation tools, and scalable analytics frameworks.
- Experience navigating system or platform transitions, including data migration and reporting evolution.
- Advanced knowledge of SQL, data transformation, or visualization best practices.
- Proven ability to influence cross-functional stakeholders and leadership through data-driven insights.
Benefits Info:
This position also includes a competitive benefit package including; financial, social, health and wellbeing programs, paid vacation, 401k matching, employee stock purchase program, hybrid work schedule, and more!
Travel: 0-10%
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