Senior Analyst, Strategy, Performance & Transformation

Welcome to the intersection of energy and home services. At NRG were all about propelling the next generation of leaders forward. We are driven by our passion to create a smarter cleaner and more connected future. We deliver innovative solutions that make our customers lives easierhelping them power protect and intelligently manage their homes and businesses. To do this we need creative and talented people to join our company.

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The Senior Analyst Strategy Performance & Transformation supports the development execution and performance management of Regulated customer strategy by delivering data-driven insights financial and operational analysis executive-ready communications and governance support. Reporting to the Senior Manager Customer Strategy & Transformation with a dotted-line relationship with the Senior Manager Strategy & Performance this role enables both customer transformation and broader business performance priorities by translating customer operational financial market and regulatory data into actionable recommendations.

The Senior Analyst supports retention churn reduction customer experience improvement strategic planning portfolio reporting business case development and cross-functional initiative execution. This role helps ensure initiatives are grounded in data aligned with regulatory and business requirements and connected to measurable customer operational and financial outcomes.

Support Customer Strategy Development & Insight Generation

• Analyze customer data including retention trends churn drivers complaint data and operational performance metrics to identify insights and opportunities.
• Support the development of customer segments journeys and experience strategies through data analysis and research.
• Translate data into clear insights and recommendations that inform strategic priorities initiative design and investment decisions.
• Conduct competitive regulatory and market analysis to support strategy development and evolution.
• Prepare analytical summaries and briefing materials to support strategic discussions and decision-making.

• Support the translation of strategy into execution by contributing to initiative planning including defining requirements documenting business needs and supporting roadmap development.
• Track initiative progress against defined milestones identifying risks dependencies and delays for escalation.
• Assist in developing and maintaining project artifacts such as business requirements process documentation and change impact assessments.
• Collaborate with cross-functional stakeholders to gather inputs validate assumptions and ensure alignment on initiative scope and outcomes.
• Support governance processes by preparing status updates reporting materials and meeting documentation.

• Monitor performance trends and identify gaps between expected and actual outcomes.
• Provide regular reporting and insights into initiative performance highlighting key trends risks and opportunities.
• Support the development and refinement of KPIs to ensure alignment with business and customer experience objectives.
• Translate complex data into clear actionable insights for both operational and leadership audiences.

• Analyze drivers of customer churn and retention using behavioral data complaints and journey analysis.
• Support the identification of root causes impacting customer experience and retention outcomes.
• Contribute to the development of retention strategies by providing data-backed insights and scenario analysis.
• Assist in evaluating the effectiveness of retention initiatives and recommending improvements.
• Support continuous improvement efforts by identifying trends and areas for optimization in customer journeys and processes.

• Partner with teams across Customer Management Operations Digital Product and Regulatory to support data collection analysis and initiative execution.
• Build strong working relationships with stakeholders to ensure data accuracy alignment and shared understanding of insights.
• Support development of executive-ready materials by synthesizing data and insights into structured narratives for senior audiences.

• Support annual and in-year strategic planning activities by consolidating inputs preparing analysis and developing materials that connect regional priorities to customer operational and financial outcomes.
• Assist with strategic reporting including initiative status risks dependencies milestones benefits realization and performance against defined objectives.
• Support financial and commercial analysis related to customer strategy and performance initiatives. Prepare business case inputs financial summaries forecasting analysis and decision-support materials for strategic initiatives.
• Support leadership workshops and strategic discussions through preparation of analysis materials and meeting outputs.

Key Competencies:

• Ability to support multiple senior leaders clarify priorities manage ambiguity and influence through data and structured communication
• Strong analytical financial and problem-solving skills with the ability to interpret complex customer operational and financial data and translate insights into actionable recommendations.
• Proficiency in data analysis tools (e.g. Excel Power BI SQL or equivalent) and presentation tools (e.g. PowerPoint)
• Strong attention to detail and data accuracy
• Comfort tracking milestones risks dependencies decisions benefits and actions across cross-functional initiatives.
• Effective communication skills with the ability to present insights clearly to different audiences
• Collaborative mindset with the ability to work across cross-functional teams
• Understanding of customer experience metrics (e.g. NPS churn retention) is an asset
• Familiarity with the Alberta natural gas or electricity industries will be considered an asset
• Experience in financial or consulting roles will be considered an asset

Minimum Requirements:

• Bachelors degree
• 3 years of industry experience or in similar roles

NRG Energy is committed to providing broad access to employment opportunities for diverse job seekers and to ensuring our workforce represents the diverse communities we serve. We abide by human rights legislation and accommodate applicants and employees in accordance with applicable law.

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DEML employs individuals in the Provinces of Alberta Ontario British Columbia and Saskatchewan. We regret that we will be unable to hire you for this role if your regular remote work location is not within one of these listed provinces. Please reach out to if you have any questions.

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