Strategic Customer Operations Insights Analyst

Oman Shell; Milton Keynes; Hybrid; GBP 60,000 - 85,000; Full time

Benefits offered by this job

Flexible working hours

Remote work option

Training & development

Inclusive environment

Job summary

Shell Energy is seeking a Customer Operations Insights Analyst in the United Kingdom to build data-driven insights and models that support performance, risk identification and regulatory reporting. You will translate complex data into clear recommendations for senior stakeholders and drive cost reduction through continuous improvement.

Key focus areas include KPI monitoring, forecasting demand, automation of reporting, and governance of data quality, with strong collaboration across Operations

Qualifications

• Proven experience in analytical/operational insights roles in B2B energy.
• Strong data analysis and modelling skills; advanced Excel.
• Experience building dashboards and automated reporting (Power BI or similar).
• Ability to translate complex data into clear, actionable insights for non-technical audiences.

Responsibilities

• Develop and maintain analytical models to understand trends, performance, and risks.
• Produce regular and ad-hoc MI, dashboards, and insight packs for stakeholders.
• Translate data into recommendations to support strategic decisions.
• Build and monitor KPIs including SLA, throughput, backlog and billing metrics.
• Develop demand, capacity and workload models for workforce planning and forecasting.
• Identify inefficiencies and quantify impact of improvements; track benefits.
• Develop automated reporting solutions to reduce manual effort and improve data quality.
• Support regulatory, audit, and compliance reporting with accurate analysis.

Skills

Advanced Excel

Data analysis

Stakeholder management

Data storytelling

Education

Bachelors in a relevant field

Tools

SQL

Python

Power BI

Job description

Shell Energy is seeking a Customer Operations Insights Analyst in the United Kingdom to build data-driven insights and models that support performance, risk identification and regulatory reporting. You will translate complex data into clear recommendations for senior stakeholders and drive cost reduction through continuous improvement.

Key focus areas include KPI monitoring, forecasting demand, automation of reporting, and governance of data quality, with strong collaboration across Operations