Senior Customer Service Analytics Lead

Iberdrola; Glasgow; Hybrid; GBP 55,000 - 69,000; Full time

Benefits offered by this job

36 days annual leave

Equity Plans

Healthcare benefit options

Life Assurance

Job summary

SP Energy Networks is seeking a Customer Service Lead Analyst to head a new data team and move from spreadsheet reporting to modern dashboards and insights. You will shape the team, set priorities, and drive action through to delivery across Customer Service.

You will lead the design of dashboards and reports using Tableau, Power BI and other tools, partner with senior stakeholders, and ensure reporting supports regulatory and business decisions while improving customer outcomes.

Qualifications

• Significant experience in a senior data, reporting, analytics or BI role with people leadership.
• Proven ability to lead a data team, set priorities and assure quality.
• Strong analytical capability to translate data into actionable insights.
• Expertise in dashboards and reporting using Tableau/Power BI.
• Practical experience with SQL and automation tools.

Responsibilities

• Lead delivery of accurate reporting and insight across Customer Service.
• Build strong relationships with senior stakeholders and act as trusted adviser.
• Design and develop dashboards and KPI reporting.
• Provide analytical oversight for regulatory and external reporting.
• Set technical standards and develop team capability.
• Interrogate datasets to identify trends and recommendations.
• Support incidents with timely analytical information.
• Lead strategic projects and influence delivery.

Skills

Senior data

Leadership

Advanced analytics

Dashboards

SQL

Education

Data Analytics/Statistics/CS degree

Tools

Tableau

Power BI

Excel

SQL

Power Query/R/Python

Job description

SP Energy Networks is seeking a Customer Service Lead Analyst to head a new data team and move from spreadsheet reporting to modern dashboards and insights. You will shape the team, set priorities, and drive action through to delivery across Customer Service.

You will lead the design of dashboards and reports using Tableau, Power BI and other tools, partner with senior stakeholders, and ensure reporting supports regulatory and business decisions while improving customer outcomes.