Customer Insights Analyst

# One Group | One Power

ELPEDISON is the first independent energy utility in Greece, and a leader in providing outstanding and innovative energy solutions. We operate with enthusiasm in what we do and we pride ourselves of offering our employees a place where they can excel, creating value. We are offering now a set of exciting positions in our headquarters in Athens, to incite our new digital transformation program. If you are skilled in data management, data science, advanced analytics, technology project management, or related fields, this can be a big opportunity for YOUR career.

ELPEDISON, with its two privately-owned power plants in Thisvi (Voiotia) and Thessaloniki, with a total installed capacity of 820 MW, uses natural gas as fuel and ensures a clean and continuous electricity flow, based on a highly environmentally-friendly power generation process.

We are currently looking for a Customer Insights Analyst togather, analyze and interpret customer data from multiple sources to uncover actionable insights that drive strategic decision-making across the business. By leveraging quantitative and qualitative research, the role helps the organization better understand customer behaviors, preferences and needs, enabling improved customer experiences, targeted marketing, product development, service amendments and overall business performance.

What will you do:

• Collect, analyze and interpret customer data from various sources (internal & external), including surveys, CRM systems, web analytics and customer feedback platforms, acting with full ownership as an individual contributor.
• Develop and maintain dashboards, reports and visualizations that clearly communicate key findings, trends and performance insights to stakeholders and senior leadership—linking results to business processes and enabling informed, data-driven decision-making.
• Identify trends, patterns, and key drivers of customer experience and behavior, correlating insights with business outcomes to inform and shape strategic decisions
• Monitor and report on customer KPIs, such as Net Promoter Score (NPS), Customer Satisfaction (CSAT), and Customer Effort Score (CES), indicating correlations and impact on financial metrics, churn and business growth.
• Synthesize and present customer insights and data-driven recommendations to senior leadership in a clear, compelling and strategic manner, translating complex analyses into actionable narratives that support decision-making, influence business priorities and drive customer-centric strategies.
• Work closely with internal stakeholders, including technical departments and data teams, to define, develop, and visualize KPIs and customer metrics within Business Intelligence (BI) platforms. Participate in User Acceptance Testing (UAT) activities related to customer data systems, tools, or reporting solutions to ensure accuracy, usability and alignment with business needs.
• Build strong knowledge of internal stakeholders, their objectives, and data needs, taking ownership of leveraging all available data sources, tools, and channels to deliver maximum value through actionable insights that align with business goals and enhance cross-functional collaboration.
• Continuously monitor market trends, customer research methodologies, and analytics tools to strengthen insight capabilities and develop a dynamic roadmap for expanding and enriching customer data sources.

What you need to be successful:

• A BSc in Business Analytics, Applied Mathematics, Statistics, Economics, Data Science or relevant discipline.
• Post-graduate studies in relevant field will be considered an asset
• Training or certification in data analysis, business intelligence tools or customer research methodologies is highly desirable
• 3-5 years of experience in a similar role involving data analysis, customer research, or business intelligence, preferably within customer experience, marketing, or strategy teams in a Retail Company
• 2 years experience with survey and feedback tools
• Google Data Analytics Professional Certificate or similar. Market Research Certification should be considered an asset.
• Proficient in using survey and customer feedback tools (e.g., Qualtrics, Medallia, SurveyMonkey) to design, distribute and analyze customer research.
• Excel (Advanced), SQL (Very Good) , Powerpoint (Very Good) , Python (nice to have), Google Analytics
• Salesforce knowledge will be considered as an asset
• Ability to interpret complex data sets, identify patterns and trends, and draw meaningful conclusions that support business decisions.
• Strong understanding of how customer insights impact business performance, with the ability to align analysis to strategic goals.
• Ability to translate data into clear, compelling narratives and effectively present findings to both technical and non-technical stakeholders.
• Skilled in working cross-functionally with diverse teams and building strong relationships to understand and meet their data and insight needs.
• Deep focus on understanding customer behaviour, needs, and expectations to drive improvements in customer experience and satisfaction.
• Competent in using data analysis tools, BI platforms, and survey software to extract, visualize, and communicate insights effectively.

Our offer to you:

• Competitive salary
• Performance-based variable pay 💰
• Ticket restaurant card 💳
• Transportation reimbursement ⛽
• Private Health Insurance coverage 🩺
• Pension Scheme
• Home electricity and natural gas discount ⚡
• Continuous learning & upskilling opportunities and access to our premium online training platform 📚
• Hybrid Working
• One extra day of paid time off
• Reimbursement for your athletic activities 🥈
• Unlimited fruits and snacks at the office 🥜

Elpedison S.A. will keep your personal information for a period of 2 years from the submission date, after which we will delete your personal data. Elpedison S.A. has the right to transfer your personal information to third parties to whom it has assigned services, which require the collection and processing of such personal data for candidate evaluation in the process of personnel selection.

For more information regarding the processing of your personal information and exercising your rights, please read the Elpedison Privacy Policy.