Senior Analyst, Strategy, Performance & Transformation

Role

Strategy and insights

• Analyze customer retention, churn, complaint, and operational performance data to identify opportunities.
• Support customer segments, journeys, experience strategies, and strategic planning through analysis and research.
• Translate insights into recommendations for strategic priorities, initiative design, and investment decisions.
• Conduct competitive, regulatory, and market analysis and prepare analytical summaries and briefings.

Transformation and governance

• Support initiative planning, requirements, business needs documentation, and roadmap development.
• Track milestones, risks, dependencies, and delays; maintain business requirements, process documentation, and change impact assessments.
• Gather stakeholder input, validate assumptions, and align initiative scope and outcomes across teams.
• Prepare governance updates, status reports, and meeting documentation.

Performance and customer outcomes

• Monitor performance trends and gaps, report initiative results, and support KPI development and refinement.
• Analyze churn and retention drivers and customer experience root causes; support retention strategies and scenario analysis.
• Evaluate retention initiatives and recommend improvements to customer journeys and processes.

Planning and collaboration

• Support annual and in-year planning, strategic reporting, and tracking of risks, dependencies, milestones, benefits, and objectives.
• Prepare business case inputs, financial summaries, forecasting analysis, and decision-support materials.
• Partner with Customer Management, Operations, Digital, Product, and Regulatory teams and prepare executive-ready materials.

Qualifications

• Bachelor’s degree and at least 3 years of industry experience or experience in similar roles.
• Strong analytical, financial, and problem-solving ability; attention to detail and data accuracy.
• Proficiency in Excel, Power BI, SQL, or equivalent analysis tools and presentation tools such as PowerPoint.
• Ability to track cross-functional initiative milestones, risks, dependencies, decisions, benefits, and actions; communicate insights to varied audiences.
• Customer experience metrics knowledge, Alberta natural gas or electricity industry familiarity, and financial or consulting experience are assets.

Work arrangement

• The posting states the regular remote work location must be within Alberta, Ontario, British Columbia, or Saskatchewan.