Customer Service Lead Analyst

Scottish Power Ltd.; Glasgow; Hybrid; GBP 60,000 - 90,000; Full time

Benefits offered by this job

36 days annual leave

Pension scheme (double match up to 10%

Equity plans

Technology vouchers

Healthcare options

Job summary

SP Energy Networks is seeking a Customer Service Lead Analyst to form and guide a data team, moving from spreadsheet reporting to modern BI with Tableau and Power BI. You’ll translate insights into action across Customer Service, regulatory and executive reporting.

You will lead dashboards design, data governance and analytical excellence, partnering with stakeholders to improve performance and customer outcomes.

Qualifications

• Senior data, reporting, analytics or BI leadership experience.
• Proven ability to lead a data team and deliver insight.
• Strong experience with dashboards and stakeholder partnering.

Responsibilities

• Lead performance reporting and insight for Customer Service.
• Build trusted reporting systems and dashboards.
• Partner with senior leaders to translate data into action.
• Design KPI reporting and data visualisations.
• Provide governance for regulatory and executive reporting.
• Set technical standards across BI and analytics.
• Interrogate datasets to identify trends and root causes.
• Support major incidents with timely analytical insights.
• Lead strategic projects and develop team capability.

Skills

Senior data lead

Tableau

Power BI

SQL

Python

R

Excel

Stakeholder mgmt

Data governance

Team leadership

Education

Degree in Data Analytics, Mathematics, Statistics or CS

Tools

Tableau

Power BI

SQL

Job description

**Purpose**The Customer Service Lead Analyst will lead a newly formed data team at a pivotal point in its development. They will shape how the team works and lead the move from reactive, spreadsheet-led reporting to modern reporting and useful insight that helps Customer Service improve performance. The postholder will be expected to bring their own ideas and experience, make the best use of the tools available and identify practical solutions. They will lead the development of trusted reporting systems and dashboards using Tableau, Power BI and other appropriate tools. They will then lead the team to use the data available to understand what is happening, identify where improvement is needed and turn this into clear recommendations for operational teams. Working alongside those teams, they will support action through to delivery and measure whether it has improved performance and customer outcomes. The role will set priorities, manage workload, assure quality and develop the team. It will also provide leadership for regulatory, executive and business-critical reporting and represent Performance, Reporting & Insight on key projects.**Responsibilities** **Performance Reporting & Insight**Lead the delivery of accurate, timely and meaningful reporting and insight, providing a single trusted view of performance across Customer Service. Ensure outputs support operational control, customer outcomes, regulatory obligations and strategic decisions.**Stakeholder Management & Business Partnering**Build strong relationships across Customer Service and wider business functions. Act as a trusted adviser to senior leaders, understand the decisions they need to make and ensure reporting and insight translate into action.**Reporting & Visualisation**Lead the design and development of dashboards, scorecards, KPI reporting and data visualisations using appropriate analytical tools. Ensure outputs are intuitive, proportionate and focused on the decisions and actions they support. **Regulatory Reporting & Governance**Provide analytical oversight and assurance for regulatory, executive and external reporting. Maintain clear definitions, ownership, controls and audit trails so that performance information is accurate, consistent and trusted. **Technical Leadership & Analytical Excellence**Set technical standards across reporting, analytics and business intelligence. Establish appropriate methodologies and quality assurance, act as the escalation point for complex analytical issues and develop capability across the team.**Analysis & Continuous Improvement**Interrogate complex datasets to identify trends, root causes, risks and opportunities. Convert findings into evidence-based recommendations that improve customer outcomes, operational performance and efficiency, and track whether interventions deliver the intended result.**Operational Incident & Event Support**Lead the provision of timely analytical support during major incidents, storms and business-critical events. Ensure leaders have access to clear, accurate and appropriately controlled real-time information for decision-making, prioritisation and customer communications.**Strategic Projects & Insight Leadership**Represent Performance, Reporting & Insight on high-profile and business-critical projects. Define data and reporting requirements early, challenge assumptions and ensure data-led thinking is embedded throughout delivery.**Team Leadership & Capability Development**Lead, coach and develop the data team. Set clear priorities and accountabilities, manage workload and resources, assure delivery and build a high-performing culture with strong technical and business capability.**Innovation & Technology**Drive proportionate adoption of modern reporting and analytical technologies. Reduce manual effort through automation, improve the usability of reporting products and expand effective self-service insight while maintaining governance and control.**What You'll Bring**• Significant experience in a senior data, reporting, analytics, business intelligence or insight role, including leadership of people, projects or complex analytical workstreams.• Proven ability to lead a data team, set priorities, manage competing demand, assure quality and develop others.• Advanced analytical capability, including interrogating complex datasets, identifying trends and root causes and translating evidence into clear recommendations.• Expert Excel capability and strong experience developing dashboards, visualisations and reporting solutions using Tableau, Power BI or comparable tools.• Practical experience of data querying, transformation and automation using tools such as SQL, Power Query, R or Python.• Strong understanding of data structures, KPI design, reporting methodologies, data quality and governance, with the judgement to apply proportionate controls.• Demonstrable business partnering skills, with the ability to understand operational, customer and regulatory context rather than analyse data in isolation• Experience presenting complex findings and recommendations to senior stakeholders and influencing decisions through concise, evidence-based communication.• A track record of using reporting and insight to improve performance, customer outcomes or operational efficiency, including measuring whether changes delivered the expected benefit.• A degree in Data Analytics, Mathematics, Statistics, Computer Science, Business Analytics or a related discipline, or equivalent practical experience. ## What's in it for youAs well as an attractive salary which is reviewed annually, you can also enjoy a number of other benefits. With our pension scheme, we'll double match your contribution up to a company contribution of 10%. At ScottishPower, we believe it's the little things we do in life that make a big difference. From helping you look after your family's wellbeing, save for your future and take personal steps for climate action -- our benefits are designed to help you do just that - so that you have everything you need to take care of your world -- today and tomorrow. That's why our benefits include: * 36 days annual leave* Holiday Purchase - perfect your work/life balance with extra annual leave* Equity Plans* Payroll Giving and Charity Matched Funding* Technology Vouchers - save more and spread the cost of your technology purchases* Electric Vehicle Schemes - to help you transition to green/clean driving* Cycle to Work scheme and Public Transport Season Ticket Loans* Healthcare benefit options including: Dental Insurance, Private Medical Insurance, Health Cash Plan and annual Health Assessments* Life Assurance (4x salary)* Access to Savesmart financial wellbeing assistance* Plus shopping, leisure, restaurant and gym discounts, and unique employee deals on travel insurance and more ## Why SP Energy NetworksSP Energy Networks is part of the Iberdrola Group, one of the world's largest integrated utility companies and a world pioneer in wind energy. We keep electricity flowing to homes and businesses through Central and Southern Scotland, North Wales and in the North West of England. We operate over 4000km of cables and lines that make-up the transmission network - infrastructure like wind farms into the electricity system. It's a role that puts us right at the heart of Scotland's goal to be Net Zero by 2044. And we're taking it very seriously. We're investing >£5.5 billion into our transmission network, directly enabling the rapid growth needed in renewable energy. With diverse opportunities across our businesses and a focus on investing in our own internal talent, ScottishPower can offer people real career opportunities that meet personal and professional goals, in a global organisation. Inclusion, diversity, and a social purpose are at the heart of everything we do. Combined with our values, they bring us into a stronger, more sustainable business with direct links to the communities we serve. It takes all backgrounds of people to build a large-scale business like ours, so whatever your background, you'll fit right in. We are dedicated to providing reasonable adjustments in our recruiting processes for candidates with disabilities, long term conditions, mental health conditions, or who are neurodivergent or require pregnancy-related accommodations. If you need assistance, please reach out to [e-mail].**Mobility**Please note that any applicant who is not a citizen of the country of the vacancy will be subject to compliance with the applicable immigration requirements to legally work in that country. If/when required, the Company will support the employee with the necessary Immigration requirements.