Job Location: Onsite: Calgary or Edmonton Location
The Business Operations Performance Analyst role is instrumental in advancing business development and Regulated Go-To-Market strategies. This position focuses on reducing revenue leakage, driving customer growth, and improving satisfaction scores through data-driven insights. Leveraging advanced analytics, machine learning, and strong business acumen, the role supports initiatives that enhance customer segmentation, predict behavior, and inform strategic decisions to maximize commercial impact.
Essential Duties/Responsibilities:
• Predictive Modeling: Develop and maintain predictive models to drive customer retention and operational performance.
• Segmentation Analysis: Identify customer segments based on behavior and demographics to personalize growth and retention strategies.
• Campaign Optimization: Analyze performance of outreach strategies (email, SMS, phone) and optimize timing, messaging, and channel.
• Process Automation: Use machine learning to streamline decision-making and automate repetitive tasks.
• Strategic Insights: Generate actionable insights from historical and real-time data to inform business policies and prioritization of initiatives.
• Tool Development: Build dashboards and reports to support management teams in monitoring performance and KPIs.
• Cross-functional Collaboration: Work closely with business stakeholders, IT, and third-party vendors to align data initiatives with organizational goals.
• Data Visualization: Deliver data visualizations, dashboards and scorecards using Power BI Desktop and Power BI Service.
Minimum Requirements :
• Bachelor’s degree in Data Science, Statistics, Computer Science, Economics, Mathematics, or related field.
• Knowledge of predictive modelling techniques and classification algorithms.
• Strong communication skills with an ability to translate complex findings into actionable business strategies.
• 3+ years’ experience as a data scientist, data analyst, data engineer or equivalent role.
• 3+ years’ experience with statistical modeling and quantitative analysis in a business setting.
• 2+ years of experience developing diagnostic and predictive data models utilizing Artificial Intelligence and Machine Learning (AI/ML).
• 5+ years of experience creating views, data consumption layers using SQL, python, R and/or other languages to transform and integrate data from SQL databases.
Preferred Qualifications:
• Masters degree in Data Science, Statistics, Computer Science, Economics, Mathematics, or related field.
• Experience with data visualization tools (e.g., Power BI).
• Understanding of contact center processes and metrics.
• Understanding of billing and remittance processes.
• Ability to troubleshoot business problems and apply analytical techniques to identify operational solutions.
• Strong presentation skills with an ability to communicate complex concepts to various stakeholder groups in a simple actionable manner.
• Ability to successfully prioritize initiatives and manage multiple competing priorities.
• Experience in the utilities sector (electricity and/or natural gas), ideally in customer operations, finance, accounting, and/or commercial areas.
• Knowledge of the Alberta retail natural gas and electricity market.
Additional Knowledge, Skills, and Abilities:
• Experience building data models using Databricks, GCP cloud environments or equivalent platforms, SAP, various APIs, and Oracle databases.
• Knowledge of machine learning techniques, statistical modeling, and algorithms, such as logistic regression, random forest, and gradient boosting trees (e.g. XGBoost or LightGBM). Ability to work with Google BigQuery is a plus.
• Experience developing and working with robotic process automation (RPA) tools.
• Knowledge of SAP backend tables related to collections, billing, and related process.
• Self-driven, detail-oriented, and skilled at multi-tasking in a fast-paced environment.
• Strong facilitation skills.
• Exceptional technical writing skills.
• Advanced analytical and problem-solving skills.
Working Conditions:
• Combination of open office environment and working from home, with the expectation of working in a Direct Energy office 4 days per week or otherwise as company policy dictates.
• Ability to work from home while remaining effective and productive.
• Some overtime may be required as special projects arise.
• International travel may be required which requires a valid passport.
