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Performance Insight Analyst

Are you a SAS Programmer (Statistical Analysis System) looking for a varied and meaningful position where you really can make a difference? 

We are offering a superb opportunity for a Performance and Insight Analyst to advance our M.I and Analytics agenda across our Smart operations, together with the flexibility and freedom to manage your own workload. This role has a really wide scope which will bring a large amount of variation. You will take ownership for interrogating datasets, processes and using different tools and techniques in order to build quality and insightful outputs.

The Reporting and Forecasting Team currently supports the Smart operational activity undertaken by the Worcester Contact Centre within Energy Services. The team also has a wider focus on the overall Smart customer journey E2E. We are developing a performance centre, where analysts have the knowledge and technical skills to receive requirements from partners, convert this into actions and produce quality and robust reporting, information and analytics.

Energy Services is a segment of npower, supporting the Home & Business and Business Solutions’ segments. Its mission is to make a rapid transition to a Smart world and equip npower to make the most of the future connectivity. With approximately 1800 field and office people geographically dispersed, the Energy Services’ strategy is to build an advantage, through reduced costs and better customer relationships. The focus is on developing core activities, accelerating enablers to deliver Smart capability, support the generation of new products and services for customers and continue to deliver ECO (Energy Company Obligation).

You will be responsible for owning the development of Management Information and Customer Analytics that is required to support informed business decision-making. This requires partner engagement with various teams within the segment, such as Deployment, Work Planning, Asset Management, Operations and Field Services teams. You will translate these requirements within the constraints of the business to produce robust and evidence-based outputs to support senior-level decision-making and continuously improve performance.

What will a typical day look like?

Your focus will be on problem solving complex issues within the customer contact operations and engaging with the right partners to support with this. Extracting and analysing data from different sources along a dynamic Smart E2E journey, understanding and making sense of this information to generate high quality insight. You will then build recommendations and suggestions using visualisation tools to present your findings, how to implement and review cycle.

-  A proven background in SAS Programming, SQL is desirable(Python/VB/Java)

-  Solid experience of visualisation tools – Tableau / PowerBi – not exhaustive

-  Understand E2E process journey’s

-  Presentation and communication skills

-  Can challenge self and use initiative to resolve problems

-  Partner management

Circa £42,000 plus package 

As well as a competitive salary and impressive benefits package which includes a 15% bonus opportunity, an excellent company pension and 25 days holiday. You’ll also get the opportunity to craft the future of our business. Along the way, we’ll give you all the support you desire to develop your skill set and achieve your long-term objectives. 

To see the excellent range of benefits we offer to employees, please visit:

We are committed to building a diverse and inclusive organisation and to valuing the contribution that our employees make. We welcome and respect differences in culture, background, working style, education and other less obvious differences. 

npower is one of Britain’s leading energy companies, and is part of the innogy SE group. We serve around 5 million residential and business accounts with electricity and gas, with key sites in the South-West, Midlands, North and The North-East of England. Every year, we issue over 22 million bills and answer around 2 million phone calls.

npower is one of the most successful providers of energy supply and solutions to British businesses, and are the first energy company to be awarded the Carbon Trust Triple Award for sustainable management of energy, waste and water.

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