Analytics & Insights Lead - Customer Ops

Aqua, Inc.; Pittsburgh (Allegheny County); On-site; USD 85,000 - 110,000; Full time

Job summary

Essential Utilities, Inc. is seeking a Business Analyst II for the North Shore in Pittsburgh to identify, design, and implement strategic reporting for Customer Operations and Customer Relations. You will work on requirements, dashboards, and data-driven insights to support leadership decisions.

The role emphasizes collaboration with cross-functional teams, data visualization, and forecasting. The ideal candidate has significant analytics experience and can communicate complex findings to

Qualifications

• Bachelor's degree required.
• 7+ years of experience in analytics/reporting and forecasting.
• Experience in analytics/reporting and forecasting in a contact center with leadership impact.
• Workforce management system experience preferred.

Responsibilities

• Maintain and enhance reporting capabilities for Customer Operations and Customer Programs.
• Serve as analytics and reporting SME for Customer Operations and Customer Programs.
• Collaborate with leadership and stakeholders to communicate insights.
• Provide data management, analysis, visualization, and KPI development support.
• Forecast trends in billing revenue and operational performance; manage databases with SAP/Business Warehouse.
• Prepare budget reports and the five-year budget plan.
• Collaborate with IT to address data anomalies and system issues.
• Prepare exhibits and schedules for board meetings related to operations.
• Perform other duties as assigned.

Skills

MS Office

Data visualization

Analytical thinking

Communication skills

Dashboard reporting

Education

Bachelor's degree

Tools

SAP

Business Warehouse

Job description

Essential Utilities, Inc. is seeking a Business Analyst II for the North Shore in Pittsburgh to identify, design, and implement strategic reporting for Customer Operations and Customer Relations. You will work on requirements, dashboards, and data-driven insights to support leadership decisions.

The role emphasizes collaboration with cross-functional teams, data visualization, and forecasting. The ideal candidate has significant analytics experience and can communicate complex findings to