Remote Customer Operations Insights Analyst

Shell; Milton Keynes; Hybrid; GBP 45,000 - 65,000; Full time

Benefits offered by this job

Flexible working hours

Remote/mobile working

Competitive salary

Parental leave

Job summary

Shell Energy seeks a Customer Operations Insights Analyst to develop data-driven insights, reporting, and predictive models to boost operational performance and cost efficiency. You will monitor KPIs, forecast demand, and drive improvements while ensuring data quality and regulatory compliance.

Collaborate with stakeholders across Shell Energy to translate complex datasets into clear recommendations, build automated reporting, and support strategic decisions.

Qualifications

• 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).

Responsibilities

• 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 impact.
• Develop and maintain automated reporting solutions to reduce manual effort and increase insight accuracy.
• Support regulatory, audit, and compliance reporting requirements through accurate analysis.

Skills

Data analysis

Modelling

Dashboard development

Stakeholder management

Regulatory reporting

Excel

SQL

Python

Tools

Power BI

Excel

SQL

Python

Job description

Shell Energy seeks a Customer Operations Insights Analyst to develop data-driven insights, reporting, and predictive models to boost operational performance and cost efficiency. You will monitor KPIs, forecast demand, and drive improvements while ensuring data quality and regulatory compliance.

Collaborate with stakeholders across Shell Energy to translate complex datasets into clear recommendations, build automated reporting, and support strategic decisions.