Senior Customer and Competitor Insights Analyst

Job Description

We are Centrica! We’re so much more than an energy company. We’re a family of brands revolutionising a cleaner, greener future. Working here is #MoreThanACareer - we’re powered by purpose. Together we can make an impact that will truly change tomorrow. Whether you’re developing cutting-edge green tech, helping customers on the front line or simplifying operations behind the scenes.

Your work here isn’t just a job – it’s a mission. We all play a vital role in energising a greener, fairer future.

New Business and Net Zero (NB&NZ) is at the heart of Centrica’s mission to ‘energise a greener, fairer future’. Within that, Operational Excellence plays a crucial role delivering continuous improvement to our operational performance today, whilst innovating for tomorrow. The Senior Customer and Competitor Insights Analyst role is an amazing opportunity to establish and lead an entirely new capability for Net Business and Net Zero. You will take a broad vision and design the development of this analytical function. In doing so, you will develop a deep understanding of our customer requirements both for today and tomorrow; and, how our competitors and potential disruptors are positioning and performing in a novel and fast-moving sector. Your analysis will shape operational strategy, drive the work of operational excellence, and influence business improvements for the whole of Net Zero, consistently working to, and influencing, senior stakeholders.

The Role:

• Establish the internal customer insights and external benchmarking capability for Net Zero and New Business, including process, methodology, structure and operationalisation.
• Analyse existing customer experience and competitors’ operational delivery to shape Net Zero’s operational strategy and prioritise business improvement activities, by placing customer and data driven insight at the core of Net Zero’s decision making.
• Provide recommendations on future customer needs (that may be unknown to customers today) to shape the Net Zero consumer market along the adoption curve, being responsible for influencing senior leaders.
• Champion our customers’ voice across all elements of business decision-making and respectfully challenge all colleagues and senior leaders when required.
• Develop and maintain excellent relationships across a wide range of senior stakeholder groups, both internal and external to the business.
• Identify potential disruptors entering the market – advise on their operational delivery capability and ambition, and support development of responses to protect and enhance Net Zero’s market position.
• Use analysis to hold delivery partners to account and provide recommendations on KPIs and wider performance metrics.
• Make recommendations on where to focus CI and Transformation effort to deliver greatest step-change in operational performance for our customers and commercial outcomes for the business.

The Person Requirements:

• Outstanding business analyst, experienced in developing customer and competitor insight, able to process large data sets and translate both quantitative and qualitative data into clear, actionable insights.
• Very experienced in establishing new research capabilities in novel sectors.
• Comfortable operating across multiple MI systems and able to manipulate data sets to deliver key insights.

• Highly innovative in methodology and communication to deliver the most appropriate outputs in a fast-evolving business unit.
• Collaborative by nature, but with strength of character to challenge the status quo - able to preserve relationships in adverse circumstances.
• Exceptionally pro-active – comfortable with minimal supervision and highly agile to changing work demands.
• Demonstrates creativity, innovation, and initiative; with a strong understanding of the strategic context, but always acting in a results-orientated way and driving practical solutions.

• Excellent inter-personal and communication skills to conduct customer interviews and evidence gathering on behalf of the company, in a novel, challenging market sector.
• Experienced leader of analysts, confident in getting the best out of a high-performing team.

What we offer in return:

• Competitive salary and bonus potential
• Employee Energy Allowance at 15% of the government price cap
• Pension scheme
• Company Funded Healthcare Plan
• 25 days holiday allowance, plus public holidays, and the option to buy up to 5 additional days

• Excellent range of flexible benefits, including technology vouchers, electric car lease scheme & travel insurance

At Centrica we embrace diversity and actively seek to attract individuals with unique backgrounds and perspectives. To build a more sustainable future, we need the best team – a team with a diverse mix of people and skills, where everyone feels welcome and able to succeed. We are dedicated in helping to close the diversity gap and would love to see more females, people of colour and LGBTQ+ employees, as well as those from a variety of cultures and ethnicity to veterans and the differently abled. Supporting diversity and inclusion is a big part of who we are, we are not looking for people to fit into our culture but to add to it!

PLEASE APPLY ONLINE by hitting the 'Apply' button.

Applications will ONLY be accepted via the ‘Apply’ button.

This role is being handled by the Centrica recruitment team and NO agency contact is required.