At a Glance
- Tasks: Analyse customer operations and provide insights to improve performance and efficiency.
- Company: Join ENSEK, a cloud-native SaaS company transforming the energy sector.
- Benefits: Enjoy 25 days holiday, health insurance, and a remote-first work environment.
- Other info: Collaborative culture with excellent career growth opportunities and team events.
- Why this job: Make a real impact in the energy transition while developing your analytical skills.
- Qualifications: Experience in business analysis and strong data skills are essential.
The predicted salary is between 35000 - 45000 £ per year.
About ENSEK
ENSEK 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
Customer Excellence Analyst employer: ENSEK
At ENSEK, we pride ourselves on being an excellent employer by fostering a remote-first work culture that prioritises employee well-being and professional growth. Our commitment to security best practices is matched by our comprehensive benefits package, including health insurance and pension contributions, ensuring that our team members feel valued and supported in their roles. Join us to be part of a resilient team that encourages ownership and continuous improvement in the ever-evolving field of cybersecurity.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Excellence Analyst
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✨Join Local Business Intelligence Meetups
Look for local business intelligence meetups or analytics conferences in your area. These events are not just great for learning but also for networking with industry professionals who could lead you to opportunities at companies like ENSEK!
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We think you need these skills to ace Customer Excellence Analyst
Some tips for your application 🫡
Highlight Your Analytical Skills:In the business intelligence field, showcasing your analytical skills is a must. Make sure your CV includes relevant experience with data analysis tools, programming languages like SQL or Python, and any projects where you've interpreted complex data sets to drive business decisions.
Showcase Your Business Acumen:Don't just focus on data; show us how you can apply your insights to real-world business problems. Highlight projects where you made a tangible impact on company performance, and be prepared to explain your thought process in your cover letter.
Tailor Your Documents for Us:When applying for a full-time role at ENSEK, tailor your CV and cover letter to reflect our organisational goals and strategies. Mention specific tools and methodologies that align with what we do—this shows you’ve done your homework and are genuinely interested in our mission!
Include Relevant Certifications:Certifications like Google Data Analytics or similar qualifications can really make you stand out in business intelligence. Include these in your application, as they demonstrate your commitment to the field and your willingness to stay current with industry standards.
How to prepare for a job interview at ENSEK
✨Show off your analytical skills
In a business intelligence role, you're going to need to demonstrate your analytical prowess. Be prepared to discuss specific tools you've used, like SQL, Tableau, or Power BI. Have real-world examples ready where you’ve turned data into actionable insights – this is what makes us shine in interviews!
✨Practice your technical know-how
Expect some technical questions during the interview that dive deep into your understanding of data modelling and analytics frameworks. Brush up on your knowledge of data warehousing concepts and be ready to tackle any real case scenarios they might present. They’ll want to see how you approach problems using your BI toolkit.
✨Portfolio of Projects
Since it's a full-time role, having a strong portfolio is key! Compile case studies demonstrating your previous projects, preferably showing how your insights led to business improvements. This can help us display how you think through complex datasets and your problem-solving process, which is what employers are keen on seeing.
✨Know their business model
Get familiar with ENSEK’s business model and recent data-driven decisions. Be prepared to discuss how your skills can specifically support their objectives or challenges. Understanding their landscape shows that you’re not just a data buff, but you’re also genuinely interested in how BI can impact their bottom line.
