Senior Insights Analyst - ESO

National Grid • Permanent • Warwick, GB • £45.96k / year • 1m ago

About The Role

In this Senior Insights Analyst role, you will be working closely with internal customers to gather internal and external customer intelligence and data; you will undertake root cause analysis using a 6-sigma approach (or similar) to unlock what customer pain points are and work with Business Partners to deliver the priority areas that need fixing across business teams.

You will use your programming and analytics skills (Python, Text Analytics, Machine Learning, Power BI) to ensure the team is using the latest techniques to provide reliability and accuracy of data on customer pain points now and in the future

If you are excited about change and comfortable with shaping and delivering fast-paced insights, if you care about making our customers and stakeholders’ experience of working with the ESO a great experience, and if you believe that good communication, collaboration, and inquisitiveness drive better results, then this could be the opportunity for you!

This role will be based in Warwick. We continue to offer hybrid working from office and home. This is a full-time role and we offer flexible working arrangements.

Key Accountabilities

The main accountabilities of the role are to:

Develop the framework for analysing customer feedback using your proven experience in programming, Text Analytics , Machine learning and BI platforms
Delivering prioritising customer pain points back into the business using a data driven approach
Be responsible for maintaining and reviewing a backlog of pain points
Monthly updates on latest customer insight trends within CSC team, with quarterly feedback into the value streams

About You

In order to be successful you must have experience in the following areas:

Minimum 5 years of experience in Data Analytics of which at least 2 years in Customer Analytics essentially having a good understanding of extracting customer pain points from qualitative data
Hands on experience building structured and reproducible code with one of the programming languages: Python or R
Proficient with end-to-end execution and delivery of complex and large-scale Text Analytics projects using state of the art NLP techniques such as Keyword extraction, Text classification etc.
Proven experience in building dashboards using one of the analytics and BI platforms (Power BI , Tableau )
Knowledge of at least one of the cloud platforms – Azure / AWS or GCP
Experience across the following: 6 sigma approach, statistical analysis, qualitative analysis, KPI creation
Experience and ability to handle multiple data sources simultaneously and knowing the technical know how to fix should anything go wrong at various stages such as Ingestion and Transformation
Experience and ability to develop Data and Insight analysis, including testing new tools and support new data discovery, especially from qualitative data
Developing data strategy and building measurement framework, KPIs and data architecture
Logical, creative, and practical approach to problem solving and ability to structure complex problems
Ability to communicate key messages clearly to internal and external stakeholders

What You'll Get

This role offers a competitive salary between £45,000 - £55,000 per annum dependent on capability. As well as your base salary, you will receive a bonus based on personal and company performance and a competitive contributory pension scheme where we will double match your contribution to a maximum company contribution of 12%. You will also have access to several flexible benefits such as a share incentive plan, salary sacrifice car and technology schemes, support via employee assistance lines and matched charity giving to name a few.

About Us

As the Electricity System Operator (ESO) for Great Britain we are in a privileged position. We sit at the heart of the energy system, balancing electricity supply and demand second by second. We keep the lights on and the electricity flowing directly to where it’s needed.

We are also thinking about where our energy will come from in the future and how we will operate a greener and cleaner system. One of the goals we have set for ourselves is to be able to run a zero-carbon electricity system by 2025. This will be instrumental in helping the UK meet its wider zero-carbon target.

More Information

This role closes on the 23rd June, 2023, at 23:59, however we encourage candidates to submit their application as early as possible and not wait until the published closing date as this can vary.

At National Grid ESO, we work towards the highest standards in everything we do, including how we support, value, and develop our people. Our aim is to encourage and support employees to thrive and be the best they can be. We celebrate the difference people can bring into our organisation, and welcome and encourage applicants with diverse experiences and backgrounds, and offer flexible and tailored support, at home and in the office.

We're committed to building a workforce that represents the communities we serve, and a working environment in which each individual feels valued, respected, treated, and able to reach their full potential.

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