Sr Analyst/Customer Data Analytics

The Senior Analyst/Customer Data Analytics is an individual contributor within the Customer Technology Support department at Southwest Gas Corporation (“Company”). This position is a Senior Analyst responsible for integrating large amounts of data from different sources, preparing, analyzing, reporting complex data analytics, and synthesizing them into meaningful and informative reports and/or dashboards. Key responsibilities include consulting and leading projects handled by more junior Analysts, communicating insights to various stakeholders to ensure viable quality information and analytics are reported to leaders within the department and across the Company.

POSITION DIMENSIONS

This position may have up to four exempt direct reports. The incumbent may be involved in general budget preparation/forecasting. The incumbent frequently exchanges information with exempt and non-exempt personnel, department management, and outside vendors and contractors throughout the Company, and frequently exchanges information with officers.

QUALIFICATIONS

There are clear precedents and practices that the incumbent uses as guidelines to determine how this job is performed. This position requires four to six years of relevant experience.

A bachelor’s degree in Business Administration, Computer Science, Statistics, Data Analytics, Business Analytics, Data Science, Information Systems, or a related field from an accredited university, or prior experience working in the field of data analytics or reporting is required.

Strong technical and leadership skills required. Strong interpersonal and verbal and written communication skills required. Very strong Microsoft Office Suite skills required. Knowledge of Power BI, SAC, Tableau, or a similar reporting format is required.

The following additional qualifications are highly desirable:

• Leading and developing processes and teams.

• Demonstrated ability to learn new tools quickly and independently.

• Experience developing forecasting and statistical models.

• Experienced in data integration, wrangling and cleansing, optimization, simulation, and statistical analysis.

• Proven ability to sift through data, identify critical information, develop hypotheses, apply relevant techniques, and perform rigorous analyses quickly and consistently.

• Strong project management experience managing multiple project streams and delivering results across cross-functional teams.

• Demonstrated ability to use data to influence decision making.

• Working knowledge of SAP modules, MyCustomer (C4C), CIC, MiBob, SEW (self-service transactional portals), digital applications and relevant edge system interfaces.

• Utility industry knowledge and experience.

ESSENTIAL JOB RESPONSIBILITIES

REPORTING AND DATA ANALYTICS

• Develop, support, and advance standard reporting, spreadsheets, and dashboards to respond to and analyze customer trends and results, including but not limited to customer counts, arrearages, program enrollment and usage, satisfaction, collections, and write-offs.

• Develop, support, and advance analysis and forecasting on customer and account trend data.

• Provide direct support to Compliance, Regulatory, and other stakeholder departments by performing research and analyzing information on customer data; create a standard cadence for reporting and analysis of required customer or Company information.

• Utilize Enterprise Data Warehouse reports and other sources as needed to respond to and analyze both inter- and intra-departmental customer data requests.

• Request and coordinate additional data needs that cannot be supported by the existing reports and dashboards.

• Identify reporting needs and create recommendations for building future reports.

• Coordinate activities related to departmental budget analysis and preparation, including preparing executive summaries and justifications.

• Leverage business analytics tools to create informative, interactive data visualizations, view trends, and reports.

• Lead improvements in reporting capabilities and presentation given the stakeholder audience(s) with current tools, SAC, and Power BI, as well as any future tools that may become available.

• Oversee reporting process documentation, training materials, and standard operating procedures.

• Analyze and prepare recommendations for management on process and customer experience improvement opportunities based on data analytics or market trends.

• Analyze and report metrics on customer engagement efforts, special projects, and multi-channel digital campaigns.

• Lead strategy development and proposals in support of programs that elevate customer satisfaction in alignment with customer insights and feedback analysis.

• Coordinate supporting research functions, including analyzing customer engagement data to drive strategic decisions, closely coordinated with outside agencies and internal departments while working with division and corporate staff.

• Consolidate and synthesize information, delivering content in various formats such as PowerPoint, spreadsheets, dashboards, executive summaries, or written reports.

• Lead efforts to drive initiatives within the Customer Experience organization by coordinating activities related to customer research and information analysis, as well as benchmarking data against the industry and peer utilities.

• Monitor, evaluate, and implement enhancements to continuously improve the company-wide intake process for reporting and data analytics requests.

• Establish and maintain source documentation, change control processes, training, and procedures.

QUALITY ASSURANCE AND ANALYSIS

• Ensure quality assurance and establish necessary quality controls of information provided to stakeholders.

• Lead consultation on the analysis and reporting of the customer experience and associated reporting to ensure appropriate trends are identified and presented to department leadership.

• Review and recommend improvements in the identification and analysis of errors and trends in quality monitoring results.

• Lead consultation on Sarbanes-Oxley, SOC2, internal audit, and compliance-related reviews and requirements, and provide required reporting.

• Develop and maintain performance data and reporting, including oversight of databases and repositories.

• Provide subject matter expertise related to data analytics from supported systems and business processes on Company projects and programs.

• Analyze trends and monitor the effectiveness of the Analyst I & II levels, providing feedback and recommendations to leadership.

• Oversee miscellaneous customer and account audits as requested by leadership.

• Assist with onboarding, training, and development of Analyst I & II levels.

• Perform related duties and responsibilities as assigned.

• Regular and predictable attendance is a condition of employment and is an essential function of the job.

SALARY DETAILS

Las Vegas: $82,926 - $120,278

At Southwest Gas, attracting the best talent is key to our strategy and success as a company. We use flexibility to develop competitive compensation offers to ensure we are able to hire the best candidates. The quoted salary range represents the minimum and maximum of the pay range for the position. It is provided as a good faith estimate as to what our ideal candidates are likely to expect, as we tailor our offers within the range based on the selected candidate's experience, industry knowledge, location, technical and communication skills and other factors that may prove relevant during the interview and selection process.