Senior Analyst Reporting

Senior Analyst Operating & Reporting

At Enbridge, we're committed to developing world-class solutions that elevate our customer care operations to new heights. Join us in our ambitious journey to harness the power of data and analytics, and make a tangible impact on our business processes. As a Senior Analyst Operating & Reporting, you'll have the opportunity to invent the future of customer care analytics and drive outstanding outcomes!

If you're excited by the opportunity to leverage advanced analytics, modern reporting tools, and data-driven insights to improve customer experiences and business performance, apply today and help shape the future of Customer Care at Enbridge.

• Develop and improve operational reporting and analytics solutions that support Customer Care functions, including Billing, Collections, Contact Centre, and digital channels.
• Compose and build scalable dashboards and reporting tools using Power BI and modern cloud-based data platforms to deliver meaningful business insights.
• Analyze customer interactions and cross-channel data from web, mobile, IVR, chatbot, and agent-assisted channels to identify trends, opportunities, and business improvements.
• Partner with operations leaders, IT teams, analytics professionals, and external vendors to define reporting requirements and deliver innovative data solutions.
• Translate analytical findings into actionable recommendations that improve customer experience, operational efficiency, and channel effectiveness.
• Support the transition from traditional reporting processes to automated, near real-time performance monitoring and self-service analytics.
• Maintain data accuracy, reporting documentation, and governance standards while supporting ongoing reporting and analytics initiatives.

• Related university degree or technical diploma with two to four years of experience or equivalent combination of formal education, certification and experience.
• Skilled in analytics, business intelligence, reporting, or data analysis.
• Advanced proficiency with Power BI, including data modeling, DAX, dashboard development, and visualization guidelines.
• Strong experience working with SQL and large structured and semi-structured datasets.
• Experience using Python for data analysis, automation, or data transformation activities.
• Knowledge of modern data platforms such as Databricks, cloud data lakes, or distributed data processing environments.
• Strong analytical, problem-solving, communication, and collaborator management skills.
• Proficiency with Microsoft Office applications, including Excel, Word, and PowerPoint.
• Experience with SAP reporting tools such as Business Objects or Crystal Reports is considered an asset.

• Experience integrating data from customer systems, contact centre platforms, IVR technologies, and digital customer channels.
• Knowledge of customer journey analytics, segmentation, and behavioural analysis techniques.
• Experience modernizing legacy reporting environments and implementing cloud-based analytics solutions.
• Understanding of utility operations and customer care processes.
• Demonstrated ability to influence business decisions through data storytelling and actionable insights.

• Primarily office or hybrid office environment with frequent computer-based work and data analysis.
• Regular collaboration with operations, IT, analytics teams, and external partners across multiple business functions.
• Managing multiple priorities, reporting deadlines, and ongoing analytical projects in a fast-paced environment.
• Occasional travel may be required based on business needs.

Grasping, kneeling, light – moderate lifting (objects up to 20 pounds), reaching above shoulder, repetitive motion, typing, sitting, standing, visual requirement (able to see screens, detect color coding, read fine print), hearing requirement and the ability to sit at a computer for long periods of time.

Mental Requirements (Both Field & Office) include but are not limited to:

Ability to: understand, remember and apply oral and/or written instructions or other information, understand complex problems and…