Customer Operations Insights Analyst

Role overview

As the Customer Operations Insights Analyst, you will be the technical expert responsible for developing data-driven customer insights, reporting, and analytical models that support operational performance, strategic decision-making, and risk identification across Shell Energy. You will monitor operational KPIs, forecast demand and capacity, identify process inefficiencies, and drive continuous improvement and cost reduction initiatives. The role also involves automating reporting, enhancing data quality and governance, and ensuring accurate regulatory and compliance reporting.

Working closely with stakeholders across the business, you will translate complex data into clear, actionable recommendations that improve customer and operational outcomes.

• Develop and maintain analytical models to understand trends, performance, and emerging risks.
• Produce regular and ad-hoc MI, dashboards, and insight packs for operational and senior stakeholders.
• Translate data into clear, actionable recommendations that support strategic and operational decision-making.

• Develop, monitor and evolve operational KPIs including SLA performance, throughput, backlog and billing metrics.
• Build demand, capacity and workload models to support workforce planning and seasonal forecasting.
• Identify inefficiencies, bottlenecks, and root causes of underperformance across operational processes and quantify operational and financial impact of improvement.
• Support continuous improvement initiatives through data-led diagnostics, performance and benefits tracking.
• Partner with Operations Managers to embed insight into service improvement and cost reduction activity.
• Track the impact and benefits of operational change initiatives.

• Develop and maintain automated reporting solutions to reduce manual effort and increase insight accuracy.
• Improve consistency, accessibility, and reliability of operational performance data.
• Support improvements in data quality, governance, and standardisation across Operations.

• Support regulatory, audit, and compliance reporting requirements through accurate and timely analysis.
• Monitor operational performance against regulatory standards and internal controls.
• Identify and mitigate potential compliance risks linked to process failures, data quality, or operational performance.

• Proven experience in an analytical, operational insights, or performance role, within B2B energy.
• Strong data analysis and modelling skills, with advanced Excel capability and experience using SQL, Python or similar.
• Experience building dashboards and automated reporting solutions (Power BI or similar tools desirable).
• Ability to translate complex datasets into clear, compelling insights for non-technical audiences.
• Understanding of B2B operational processes and customer journeys.
• Familiarity with regulatory or compliance-driven reporting environments.
• Strong stakeholder management skills with the confidence to challenge and influence constructively.
• Highly organised, detail-focused, and outcome-driven.
• A continuous improvement mindset with a passion for using data to drive better business performance.

• Benefit from flexible working hours, and the possibility of remote/mobile working.
• Perform at your best with a competitive starting salary and annual performance related salary increase - our pay and benefits packages are considered to be among the best in the world.
• Take advantage of paid parental leave, including for non-birthing parents.
• We strongly encourage applicants of all genders, ages, ethnicities, cultures, abilities, sexual orientation, and…