Performance and Controls Analyst at British Gas analyzing overdue debts and developing solutions. Collaborating with teams and stakeholders to improve debt controls and processes.
About the role
- Senior WFM Analyst developing visual analytics and storytelling for Claims operations. Utilizing SQL, Power BI, and data insights to enhance decision-making and performance outcomes.
Responsibilities
- Create high-impact Power BI dashboards and visual analytics experiences that make Claims performance easy to understand and hard to ignore - focused on clarity, usability, and decision-making.
- Apply data storytelling to translate analysis into a crisp narrative: what happened, why it happened, what’s likely next, and what decisions/actions are recommended.
- Develop executive-ready insight packs and presentations for Directors/VPs, connecting KPI movement to operational drivers, customer impact, risk, and cost.
- Identify the true drivers behind results by investigating trends, surfacing outliers, and performing root-cause analysis across volume, capacity, productivity, inventory/backlog, and cycle time.
- Build “what-if” scenarios and lenses that help leaders understand trade-offs (e.g., capacity shifts, workload mix changes, shrinkage impacts, process changes) and choose the best path forward.
- Bring creative thinking to how performance is communicated—designing new ways to visualize complexity (flow views, bottleneck maps, distribution/aging storytelling, before/after impact narratives).
- Use SQL to extract, shape, and validate data; create robust transformations that enable repeatable analysis and reporting at scale.
- Work with Snowflake to build analytics-ready datasets (tables/views) and improve performance and reliability of reporting outputs.
- Leverage NICE to capture operational/WFM insights and integrate NICE-based signals into broader Claims performance storytelling where appropriate.
- Partner across Claims, WFM, and Analytics/Tech teams to define the right questions, challenge assumptions, and deliver insights that drive measurable improvement.
Requirements
- Bachelor’s degree in a data-driven field (Mathematics, Statistics, Computer Science, Engineering, Business) or an equivalent combination of education and experience.
- 5+ years of relevant experience in analytics, reporting, WFM, and/or operational performance roles; Claims experience (or similar work-item/case environment) is a strong asset.
- For candidates located in Quebec, bilingualism is required considering the necessity to interact on a regular basis with English-speaking colleagues across the country.
- Advanced proficiency in Power BI (data modeling, DAX, visual design best practices, performance optimization) and strong Excel skills.
- Strong hands-on SQL skills and experience working with enterprise data; comfort navigating messy data and making it analysis-ready.
- Experience with Snowflake for sourcing/structuring data for analytics and reporting.
- Experience using NICE in a WFM/operational context (reporting, performance monitoring, and/or workforce insights).
- Demonstrated strength in data storytelling and executive communication, able to influence decisions with clear visuals, tight narratives, and practical recommendations.
- A creative, curious mindset with high standards for clarity, accuracy, and usefulness -someone who builds insight products people actually want to use.
Benefits
- Flexible work arrangements and a hybrid work model
- Possibility to purchase up to 5 extra days off per year
- Multiple benefits offered to support physical and mental wellbeing, including telemedicine, Wellness account and much more
- Share plan & other savings: up to 12% of salary or even more (ask how you could earn guaranteed income for life)
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