Senior Analytics and Visualization Consultant - Business Intelligence

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Build an exciting, rewarding career with us - help us make a difference for millions of people every day. Consider joining the Duke Energy team, where you'll find a friendly work environment, opportunities for growth and development, recognition for your work, and competitive pay and benefits.

Senior Analytics & Visualization Consultants provide 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 of this position 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.

• 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.

• Bachelor's degree

• In addition to required degree, five (5) years related work experience

• 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

• Hybrid - Work will be performed from both remote and onsite locations after the onboarding period. However, hybrid employees should live within a reasonable commute to the designated Duke Energy facility.

• Minimum of 5 years work experience OR 4 years work experience with a Masters degree

Travel Requirements

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