Operations Performance Analyst

Welcome to the intersection of energy and home services. At NRG, we’re 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 easier—helping them power, protect, and intelligently manage their homes and businesses. To do this, we need creative and talented people to join our company.

We offer a dynamic work environment and a unified and inclusive culture. NRG fosters a strong sense of belonging that leads to better collaboration and business performance. Our company programs are designed to help employees develop the skills they need for success now and in the future. In everything we do, we aim to champion our employees and bring value to our customers, investors and society.

More information is available at www.nrg.com. Connect with NRG on Facebook, LinkedIn, and follow us on Twitter @nrgenergy.

Job Summary: 

The Operations Performance Analyst position plays a pivotal role in optimizing collections and other operational processes through data-driven insights. This role combines advanced analytics, machine learning, and business acumen to enhance customer segmentation, predict customer behavior, and support strategic decision-making.

Essential Duties/Responsibilities: 

• Predictive Modeling: Develop and maintain predictive models to drive collections and operational performance.
• Segmentation Analysis: Identify customer segments based on behavior and demographics to personalize collections and other operational strategies.
• Campaign Optimization: Analyze performance of outreach strategies (email, SMS, phone) and optimize timing, messaging, and channel.
• Process Automation: Use machine learning to streamline decision-making and automate repetitive tasks.
• Strategic Insights: Generate actionable insights from historical and real-time data to inform business policies and prioritization of initiatives.
• Tool Development: Build dashboards and reports to support management teams in monitoring performance and KPIs.
• Cross-functional Collaboration: Work closely with business stakeholders, IT, and third-party vendors to align data initiatives with organizational goals.
• Data Visualization: Deliver data visualizations, dashboards and scorecards using Power BI Desktop and Power BI Service.

Minimum Requirements:

• Bachelor’s degree in Data Science, Statistics, Computer Science, Economics, Mathematics, or related field.
• Knowledge of predictive modelling techniques and classification algorithms.
• Strong communication skills with an ability to translate complex findings into actionable business strategies.
• 3+ years’ experience as a data scientist, data analyst, data engineer or equivalent role.
• 3+ years’ experience with statistical modeling and quantitative analysis in a business setting.
• 2+ years of experience developing diagnostic and predictive data models utilizing Artificial Intelligence and Machine Learning (AI/ML).
• 5+ years of experience creating views, data consumption layers using SQL, python, R and/or other languages to transform and integrate data from SQL databases.

Preferred Qualifications:

• Masters degree in Data Science, Statistics, Computer Science, Economics, Mathematics, or related field.
• Experience with data visualization tools (e.g., Power BI).
• Understanding of credit, risk, and collections processes and metrics.
• Understanding of contact center processes and metrics.
• Understanding of billing and remittance processes.
• Ability to troubleshoot business problems and apply analytical techniques to identify operational solutions.
• Strong presentation skills with an ability to communicate complex concepts to various stakeholder groups in a simple actionable manner.
• Ability to successfully prioritize initiatives and manage multiple competing priorities.
• Experience in the utilities sector (electricity and/or natural gas) and/or consumer marketing.

Additional Knowledge, Skills, and Abilities:

• Experience building data models using Databricks, GCP cloud environments or equivalent platforms, SAP, various APIs, and Oracle databases.
• Knowledge of machine learning techniques, statistical modeling, and algorithms, such as logistic regression, random forest, and gradient boosting trees (e.g. XGBoost or LightGBM). Ability to work with Google BigQuery is a plus.
• Experience developing and working with robotic process automation (RPA) tools.
• Knowledge of SAP backend tables related to collections, billing, and related process.
• Self-driven, detail-oriented, and skilled at multi-tasking in a fast-paced environment.
• Strong facilitation skills.
• Exceptional technical writing skills.
• Advanced analytical and problem-solving skills.

Working Conditions:

• Combination of open office environment and working from home, with the expectation of working in a Direct Energy office 3 days per week or otherwise as company policy dictates.
• Some overtime may be required as special projects arise.
• International travel may be required which requires a valid passport.

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.

Any information you provide through this form will be used and disclosed for the purposes of considering your application and, if you are offered a job, in relation to your employment (including post-employment activities). If you have provided references, you consent to us contacting such references and obtaining your personal information from them. Do not submit references if you have not obtained the consent of such references. Your personal information will otherwise be handled in accordance with our privacy policy.

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 careers@nrg.com if you have any questions.