Position Description
This is an exciting and challenging opportunity to work in the Electric Ireland Belfast team. We have approximately 90,000 Residential & Business customer base whom we strive to provide excellent customer service.
The role of the Product (Reporting) Analyst will have responsibility for a wide range of analytic activities primarily within the Sales, Marketing and Sponsorship department in Electric Ireland Northern Ireland residential. This role will report to reporting to the Sales and Marketing Manager in Electric Ireland Belfast team to enable delivery of services to a high standard, meeting all internal and external requirements.
The role holder will ensure customers are put first and at the heart of all decision making. The core purpose of the role is to undertake Customer Value Management analysis, identify Customer segments for acquisition, retention and provide Customer insights.
Key Responsibilities
- Responsible for reviewing Customer data and undertaking Customer Value Management (CVM) analysis.
- Identifying existing Customer segments for retention and other initiatives to support sales and retention strategy.
- Track Customer life cycle providing insights including region and regional mapping.
- Manage upkeep of Customer data providing clear reports and insights to identify vulnerable Customers, tariff types, marketing preferences and retention.
- Support department reports and data analysis as required, including product development process and price change process as required.
- Develop management reports including creating and managing relevant dashboards as required.
- Analytical processing of data to prioritise improvement opportunities.
- Support as directed business compliance activities and Governance.
- Communication with key stakeholders on a regular and agreed manner.
- Work with cross functional teams to develop standardised processes throughout the organisation.
- To review as directed and positively challenge existing processes to improve the overall customer experience.
- Supporting the overall team and project work as required.
- Managing delivery of complex analytics projects which may involve 3rd parties and new tools and methodologies.
- Developing options for delivery and recommending the optimal solution.
Experience & Qualifications
Essential
- Minimum 3-5 years’ experience, 2 of which should be in a similar role is essential.
- Quantitative and analytical skills, with the ability to collate and present results in a concise and professional manner.
- Demonstrated ability to deliver BI initiatives and projects.
- Ability to comprehend complex business issues involving processes, people and systems.
- Ability to build and maintain strong relationships with key stakeholders.
- Proven High level of numeracy with strong analytical skills including strong Microsoft Office Skills in particular MS Excel.
- Ability to gather, interpret, analyse and document information clearly and concisely.
- Strong communication, report writing and presentation skills.
- High levels of enthusiasm, commitment, and a Proven ability to collaborate and engage with stakeholders.
- A proven self-driven work ethic.
- The ability to analyse processes, identify areas for improvement and implement them.
- Demonstrated ability to meet deadlines and manage multiple priorities.
- A courteous nature with strong customer service orientation and empathy for customers.
- Good organisational skills.
- Strong ability to identify issues and root causes and develop corrective actions.
- Excellent communication (oral and written) skills.
Desirable
- Passion for quality and continual improvement.
- Excellent interpersonal skills.
- Good working knowledge and experience of quality management systems and processes.
- Good working knowledge of Customer life cycle including acquisition and retention processes.
- Ability to deal with the constraints of project delivery - safety, quality, time and cost.
- Ability to work effectively in multi-disciplinary teams.
- Advanced IT skills including MS Office familiarity (SharePoint and Visio experience advantageous).
- Working knowledge of the requirements of structured management systems e.g. Six Sigma, Lean, EFQM, MBNQA, Shingo Model or the willingness to work towards one.
- Excellent knowledge of Electric Ireland’s wide range of energy products and services.
- Knowledge of the NI electricity retail market.
- Knowledge of SAP systems.
- Strong IT skills & exposure to IRP & SAP.
- Previous experience in a working in Customer Services environment.
- Experience in the Energy industry particularly customer facing departments.
- Previous experience with workforce management solutions.
- Knowledge and application of project management techniques to ensure delivery on time and on budget.
Location
The Successful candidate will be based in the Electric Ireland Residential NI office in Belfast.
ESB is committed to offering flexibility in ways of working and we call that Smart Working – combining digital tools with a culture of trust and empowerment to enable flexible and remote ways of working, you may combine working from home within Northern Ireland, with a base for in-person collaboration, the frequency of which is agreed with the manager and may change as we learn about hybrid working.
It may also be a requirement to travel routinely to different offices in Ireland and the UK
Reporting to
Sales and Marketing Manager, Electric Ireland, Northern Ireland.
Why Work with Us?
- Opportunity to lead Ireland’s transition to net zero carbon future
- Progressive, hybrid working model
- Career development through mentoring and training
- Corporate Social Responsibility Opportunities
- Sports and Social Clubs
- Networking opportunities
- Credit Union
- Generous Pension
- Access to staff well-being programmes
- Generous parental leave entitlements
- Strong values-based and inclusive culture
- Strong commitment to diversity, equity and inclusion
- Great team environment working to our Core Values: Courageous, Caring, Driven and Trusted
Salary
£27,000 - £33,500 depending on experience
Closing Date
30th April 2024
Note: Applicants who anticipate requiring assistance or reasonable accommodations for any part of the application or interview process may contact, in confidence, recruitment@esb.ie
If you have any queries in relation to this job, please contact recruitment@esb.ie
Your application will be held in reserve for 6 months should you be suitable for the role.
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