Customer Excellence Analyst

About ENSEKENSEK builds the cloud‑native SaaS software that’s transforming how energy retailers operate, innovate and manage at scale. We help retailers lower operating costs, improve billing accuracy for consumers, and enhance customer experience through automation and AI‑driven insight, all underpinned by modern, cloud‑native architecture. ENSEK is at an exciting inflection point as we scale at pace towards new international horizons. If you’re driven by solving complex, real‑world problems and want to build modern technology that accelerates the global energy transition, you’ll feel right at home with us. About The Role The Business Analyst is a key enabling role within the Customer Excellence (Centre of Excellence) function, providing structured analysis, insight, and requirement definition to support the delivery of customer and operational performance improvements across ENSEK customers and business units. Operating as part of the flexible Customer Excellence bench, the Business Analyst works across multiple deployments, partnering with Customer Excellence Managers, Specialists, and cross-functional teams to translate business needs into actionable insights, requirements, and data-driven recommendations. The role focuses on analysing customer operations, platform usage, and performance data to identify inefficiencies, define improvement opportunities, and support the design and implementation of optimised processes and solutions. Acting as a bridge between customer operations, platform capabilities, and internal delivery teams, the Business Analyst ensures that improvement initiatives are grounded in robust analysis, clearly defined requirements, and measurable outcomes. The Business Analyst also plays a critical integrator role across Customer Excellence by supporting:

• The Customer Experience Platform Specialist in translating technical platform insight into structured analysis and business-ready outputs
• The Finance & Reporting Manager in linking operational improvements to measurable financial outcomes and benefits realisation

Through this, the role ensures that improvement initiatives are both technically grounded and commercially aligned, connecting data, platform behaviour, and financial value into a single coherent view. Key responsibilities: Business Analysis & Insight Generation

• Analyse customer operational processes, workflows, and performance data to identify inefficiencies, pain points, and improvement opportunities
• Translate complex operational and data insights into clear, structured findings and recommendations
• Support root cause analysis using data, process mapping, and stakeholder input to identify drivers of performance issues
• Develop and maintain performance baselines, benchmarks, and KPI frameworks to support improvement tracking
• Produce high-quality analytical outputs to support decision-making across Customer Excellence initiatives

Platform & Technical Analysis Support

• Work closely with the Customer Experience Platform Specialist to interrogate platform data, configuration, and workflows to support root cause analysis
• Translate system behaviour, configuration issues, and technical outputs into structured business insight
• Support replication of customer scenarios through detailed analysis, process mapping, and requirements definition
• Assist in identifying system-driven drivers of avoidable demand and operational inefficiencies
• Ensure business requirements and process designs are aligned to platform capabilities and constraints
• Provide analytical support to explain how platform usage impacts operational performance and outcomes

Financial & Benefits Analysis Support

• Support the Finance & Reporting Manager in identifying, quantifying, and validating financial benefits linked to Customer Excellence initiatives
• Contribute to avoidable demand analysis by linking operational drivers to measurable cost, efficiency, and service improvements
• Help establish performance baselines, financial models, and tracking frameworks required for benefits realisation
• Provide structured analysis to support ROI cases, cost reduction opportunities, and investment decisions
• Ensure traceability between business requirements, operational improvements, and financial outcomes
• Support the creation of data inputs used in reporting packs, dashboards, and governance forums

Customer & Stakeholder Engagement

• Engage with customer operational teams to understand processes, challenges, and objectives
• Prepare and support workshops, interviews, and process walkthroughs to gather insight and validate findings
• Act as a credible and structured interface between business, technical, operational, and finance stakeholders
• Support Customer Excellence Managers in governance forums through data-driven insight and analysis
• Communicate complex findings in a clear, concise, and business-relevant manner

Cross-Functional Delivery Support

• Collaborate with Sales Solutions team (under CRO), Transformation, Services Desk, Managed Services, Product, and Engineering teams
• Partner closely with:
• Customer Experience Platform Specialists to ground analysis in platform reality and technical feasibility
• Finance & Reporting Manager to ensure alignment to financial value and benefits
• Provide analytical support during onboarding, transformation, and stabilisation phases
• Support testing, validation, and impact assessment of process or system changes
• Operate effectively within matrix teams without direct line management responsibility

Governance & Performance Management Support

• Contribute to governance forums through provision of accurate data, structured analysis, and reporting
• Feed in performance metrics against KPIs, benefits, and improvement targets
• Ensure alignment between operational KPIs, platform metrics, and financial reporting outputs
• Highlight risks, dependencies, and data gaps that may impact delivery or outcomes
• Ensure consistency, traceability, and quality of analytical outputs across initiatives

Capability Building & Knowledge Contribution

• Contribute to the development of Customer Excellence standards, templates, and best practices
• Support development of playbooks, data models, and reporting frameworks across the CoE
• Help build integrated approaches linking:
• Platform insight (technical understanding)
• Operational performance (process & KPI analysis)
• Financial value (benefits realisation)
• Promote data-driven decision-making and continuous improvement behaviours
• Share insights, learning, and reusable artefacts across the Customer Excellence community
• Maintain up-to-date understanding of ENSEK platform capabilities, data structures, and industry context

Discipline Requirements: Performance Discipline

• Uses data and structured analysis to guide decision-making and prioritisation
• Produces clear, actionable insights that directly support improvement outcomes
• Ensures outputs are aligned to measurable operational and financial impact

Governance Discipline

• Works within established governance and reporting frameworks
• Maintains traceability, documentation, and transparency of analysis and requirements
• Ensures data consistency across operational, platform, and financial reporting

Cultural Discipline

• Reinforces a data-driven, continuous improvement mindset
• Promotes collaboration across Customer Excellence and wider ENSEK teams
• Encourages alignment between operational excellence, platform usage, and value delivery

Experience & Expertise

• Experience in a Business Analyst or similar analytical role, ideally within SaaS, energy, or operational delivery environments
• Strong experience working with data, process analysis, and performance metrics
• Experience gathering and translating business requirements into structured outputs
• Exposure to customer operations, service delivery, or transformation programmes
• Familiarity with continuous improvement methodologies and frameworks
• Experience working alongside technical and/or financial stakeholders is advantageous

Company Benefits

• 25 days’ holiday + bank holidays
• Option to buy or sell 5 extra annual leave days per year
• Vitality Health Insurance, including private healthcare, virtual GP access, mental‑health support and wellbeing perks (50% off gym memberships -Virgin Active, Nuffield, PureGym)
• Pension with 5% matched contribution
• Regular team‑wide and company‑wide events
• 2 volunteering days per year to give back
• Remote‑first working environment with offices in London and Nottingham