Customer Operations Insights Analyst

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What’s the role

As the Customer Operations Insights Analyst, you will be the technical expert responsible for developing data-driven customer insights, reporting, and analytical models that support operational performance, strategic decision-making, and risk identification across Shell Energy. You will monitor operational KPIs, forecast demand and capacity, identify process inefficiencies, and drive continuous improvement and cost reduction initiatives. The role also involves automating reporting, enhancing data quality and governance, and ensuring accurate regulatory and compliance reporting. Working closely with stakeholders across the business, you will translate complex data into clear, actionable recommendations that improve customer and operational outcomes.

What you’ll be doing

Insight, Analysis & Reporting

• 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

Process Optimisation & Performance Improvement

• 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 operational and financial impact of improvement

• Support continuous improvement initiatives through data-led diagnostics, performance and benefits tracking

• Partner with Operations Managers to embed insight into service improvement and cost reduction activity

• Track the impact and benefits of operational change initiatives

Data Automation & Enablement

• Develop and maintain automated reporting solutions to reduce manual effort and increase insight accuracy

• Improve consistency, accessibility, and reliability of operational performance data

• Support improvements in data quality, governance, and standardisation across Operations

Regulatory And Operational Compliance

• Support regulatory, audit, and compliance reporting requirements through accurate and timely analysis

• Monitor operational performance against regulatory standards and internal controls

• Identify and mitigate potential compliance risks linked to process failures, data quality, or operational performance

What you bring

• 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)

• Ability to translate complex datasets into clear, compelling insights for non-technical audiences

• Understanding of B2B operational processes and customer journeys

• Familiarity with regulatory or compliance-driven reporting environments

• Strong stakeholder management skills with the confidence to challenge and influence constructively

• Highly organised, detail-focused, and outcome-driven

• A continuous improvement mindset with a passion for using data to drive better business performance

After you submit your application, you will receive an email from Shell providing a link to an online assessment (HireVue) that is a mandatory part of the process and has a validity period - please check your spam/junk mailbox if you do not see the email. Once completed, your application will be reviewed to determine next steps. Thank you for your interest in Shell.

What we offer

You bring your skills and experience to Shell and in return you work with talented, committed people on one of the most important challenges facing our planet. You’ll have the opportunity to develop the skills you need to grow in an environment where we value honesty, integrity, and respect for one another. You’ll be able to balance your priorities as you become the best version of yourself.

• Continuously grow the transferable skills you need to get ahead.

• Work at the forefront of technology, trends, and practices.

• Collaborate with experienced colleagues with unique expertise.

• Achieve your balance in a values-led culture that encourages you to be the best version of yourself.

• Make an impact in one of the world’s leading energy trading businesses.

• Benefit from flexible working hours, and the possibility of remote/mobile working.

• Perform at your best with a competitive starting salary and annual performance related salary increase - our pay and benefits packages are considered to be among the best in the world.

• Take advantage of paid parental leave, including for non-birthing parents.

• Join an organisation working to become one of the most diverse and inclusive in the world. We strongly encourage applicants of all genders, ages, ethnicities, cultures, abilities, sexual orientation, and life experiences to apply.

• Grow as you progress through diverse career opportunities in national and

• international teams.

• Gain access to a wide range of training and development programmes.

Shell is working to advance an inclusive, psychologically safe and accessible environment where people with disabilities can excel. If you require any accommodations or accessibility adjustments (e.g. assistive technology, communication support, any other) during the application or interview process, please let us know directly via [email protected] . We strive to ensure that our process and workplace is accessible to everyone and are dedicated to making reasonable adjustments to support your needs.

Shell in The United Kingdom

Shell is a vital contributor to the UK, supporting energy security, jobs and economic value. We provide energy to fuel homes, hospitals, schools, vehicles, machinery and factories. Our history here dates back over 125 years. A UK-headquartered global energy leader, and leading FTSE multinational, we are active across the country’s energy system.

In the years ahead, as the UK looks to strengthen energy security and deliver its 2050 net-zero goal, Shell UK aims to play a crucial role. We aim to be a major investor in the UK energy system by helping our customers decarbonise with a focus on transport and industry.

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