Senior Analytics and Visualization Consultant - Business Intelligence

Duke Energy Corporation•Charlotte, NC

1d•Hybrid

About The Position

Build an exciting, rewarding career with Duke Energy, a company focused on making a difference in people's lives. The Senior Analytics & Visualization Consultant provides strategies, insights, perspective, and recommendations into the performance of the customer services organization, call and digital care specialists. The Consultant builds a vision on how data and metrics can support long term strategy and analytics to enhance internal operations and the customer experience. As a Senior on the Business Intelligence team, you will be part of a highly collaborative team across Customer Experience, Customer Services and the broader organization. Duties include consultation with users to specify/design/develop new Power BI dashboards, reports, data measures, and data structures to support the Customer Services, Customer Experience and Workforce Management functions. This position provides direction and approval of data management structures, tables, and universes to the technology application and architecture support team(s). This is the career/senior level of the Operational Visualization job hierarchy. Employees at this level manage work in areas of specialization, with minimal supervision. Incumbents are expected to develop advanced skills and to have the ability to work independently, with guidance limited to unusual or complex projects or issues. They identify problems, develop solutions and take actions to resolve.

Requirements

Bachelor's degree
Five (5) years related work experience
Minimum of 5 years work experience OR 4 years work experience with a Masters degree

Nice To Haves

Expertise in Microsoft Power Platform (Power BI, Power Apps, and Power Automate), supporting end-to-end reporting, automation, and business process solutions
Expertise in SQL and Python, including complex data querying, transformation, and analytical problem-solving
Experience supporting Customer Operations reporting, including performance metrics and operational insights
Experience working with multiple data sources (e.g., operational systems, workforce tools) to deliver integrated reporting
Proven ability to independently partner with business stakeholders to gather requirements and translate them into reporting solutions
Experience working in Agile or sprint-based delivery models
Experience delivering executive-ready reporting and insights, with a focus on clarity, consistency, and actionable outcomes
Working knowledge of statistics, programming and predictive modeling
Working knowledge of code writing
Understanding of data and analytics, statistics, modeling, etc. and general business acumen
Excellent verbal and written communication skills as well as the ability to bridge the gap between data science and business management
Proficient in principles of project management
Experience in the utility industry

Responsibilities

Specifying, designing, and preparing datasets, dataflows, and reports in Power BI in support of customer services and workforce management activities
Writing queries for data mining and synthesizing large datasets using SQL and Python
Complex data analytics and identification of key performance metrics, establishing targets for business partners to track and manage
Understands and develops complex data models to ensure efficient and reliable reporting
Translates data models and findings into key strategic insights to provide recommendations on actions leadership can take to improve operational performance and customer satisfaction
Hosting daily and weekly customer service performance discussions to support Customer Services' leadership
Work with supporting business units on data analysis and development of data management applications in support of customer services and workforce management activities
Provide technical and functional knowledge of business processes and systems to ensure efficient design, development, implementation, and support of data management applications and reports related to customer services and workforce management functions
Champion customer trust of reporting and ad hoc information by upholding accuracy and integrity of all datasets through exploration, validation, and correction
Must be able to effectively present their reports and analyses to users and business leaders
Has understanding of end-to-end performance as it relates to customer experiences (Start/Stop, Billing and Payments, Outage, Repair, Transfer, Stop Service, etc.) or each customer segment.
Develops statistical models and performs regression analyses to estimate the relationship of specific operational performance measures to overall customer sentiment, the relative economic value of movement NPS (either up or down), the impact of specific actions on operational performance and economic analyses of investments in certain practices to improve performance.
Translates data models and findings into key strategic insights to provide recommendations on actions leadership can take to improve operational performance and customer satisfaction.
Accountable for data analytics and identification and tracking on key KPIs, this role is also accountable for building PowerBI dashboard, capturing key performance metrics for business partners to consume.