Customer Excellence Analyst

About ENSEK

ENSEK builds the cloud‑native SaaS software that’s transforming how energy retailers operate, innovate and manage at scale.

We help retailers lower operating costs, improve billing accuracy for consumers, and enhance customer experience through automation and AI‑driven insight, all underpinned by modern, cloud‑native architecture.

ENSEK is at an exciting inflection point as we scale at pace towards new international horizons. If you’re driven by solving complex, real‑world problems and want to build modern technology that accelerates the global energy transition, you’ll feel right at home with us.

The Business Analyst is a key enabling role within the Customer Excellence (Centre of Excellence) function, providing structured analysis, insight, and requirement definition to support the delivery of customer and operational performance improvements across ENSEK customers and business units.

Operating as part of the flexible Customer Excellence bench, the Business Analyst works across multiple deployments, partnering with Customer Excellence Managers, Specialists, and cross‑functional teams to translate business needs into actionable insights, requirements, and data‑driven recommendations.

The role focuses on analysing customer operations, platform usage, and performance data to identify inefficiencies, define improvement opportunities, and support the design and implementation of optimised processes and solutions.

Acting as a bridge between customer operations, platform capabilities, and internal delivery teams, the Business Analyst ensures that improvement initiatives are grounded in robust analysis, clearly defined requirements, and measurable outcomes.

The Business Analyst also plays a critical integrator role across Customer Excellence by supporting:

• The Customer Experience Platform Specialist in translating technical platform insight into structured analysis and business‑ready outputs
• The Finance & Reporting Manager in linking operational improvements to measurable financial outcomes and benefits realisation

Through this, the role ensures that improvement initiatives are both technically grounded and commercially aligned, connecting data, platform behaviour, and financial value into a single coherent view.

• Analyse customer operational processes, workflows, and performance data to identify inefficiencies, pain points, and improvement opportunities
• Translate complex operational and data insights into clear, structured findings and recommendations
• Support root cause analysis using data, process mapping, and stakeholder input to identify drivers of performance issues
• Develop and maintain performance baselines, benchmarks, and KPI frameworks to support improvement tracking
• Produce high‑quality analytical outputs to support decision‑making across Customer Excellence initiatives

• Work closely with the Customer Experience Platform Specialist to interrogate platform data, configuration, and workflows to support root cause analysis
• Translate system behaviour, configuration issues, and technical outputs into structured business insight
• Support replication of customer scenarios through detailed analysis, process mapping, and requirements definition
• Assist in identifying system‑driven drivers of avoidable demand and operational inefficiencies
• Ensure business requirements and process designs are aligned to platform capabilities and constraints
• Provide analytical support to explain how platform usage impacts operational performance and outcomes

• Support the Finance & Reporting Manager in identifying, quantifying, and validating financial benefits linked to Customer Excellence initiatives
• Contribute to avoidable demand analysis by linking operational drivers to measurable cost, efficiency, and service improvements
• Help establish performance baselines, financial models, and tracking frameworks required for benefits realisation
• Provide structured analysis to support ROI cases, cost reduction opportunities, and investment decisions
• Ensure traceability between business…