Customer Service Lead Analyst
About the job
- Significant experience in a senior data, reporting, analytics, business intelligence or insight role, including leadership of people, projects or complex analytical workstreams.
- Proven ability to lead a data team, set priorities, manage competing demand, assure quality and develop others.
- Advanced analytical capability, including interrogating complex datasets, identifying trends and root causes and translating evidence into clear recommendations.
- Expert Excel capability and strong experience developing dashboards, visualisations and reporting solutions using Tableau, Power BI or comparable tools.
- Practical experience of data querying, transformation and automation using tools such as SQL, Power Query, R or Python.
- Strong understanding of data structures, KPI design, reporting methodologies, data quality and governance, with the judgement to apply proportionate controls.
- Demonstrable business partnering skills, with the ability to understand operational, customer and regulatory context rather than analyse data in isolation.
- Experience presenting complex findings and recommendations to senior stakeholders and influencing decisions through concise, evidence-based communication.
- A track record of using reporting and insight to improve performance, customer outcomes or operational efficiency, including measuring whether changes delivered the expected benefit.
- A degree in Data Analytics, Mathematics, Statistics, Computer Science, Business Analytics or a related discipline, or equivalent practical experience.
- Lead the delivery of accurate, timely and meaningful reporting and insight, providing a single trusted view of performance across Customer Service. Ensure outputs support operational control, customer outcomes, regulatory obligations and strategic decisions.
- Build strong relationships across Customer Service and wider business functions. Act as a trusted adviser to senior leaders, understand the decisions they need to make and ensure reporting and insight translate into action.
- Lead the design and development of dashboards, scorecards, KPI reporting and data visualisations using appropriate analytical tools. Ensure outputs are intuitive, proportionate and focused on the decisions and actions they support.
- Provide analytical oversight and assurance for regulatory, executive and external reporting. Maintain clear definitions, ownership, controls and audit trails so that performance information is accurate, consistent and trusted.
- Set technical standards across reporting, analytics and business intelligence. Establish appropriate methodologies and quality assurance, act as the escalation point for complex analytical issues and develop capability across the team.
- Interrogate complex datasets to identify trends, root causes, risks and opportunities. Convert findings into evidence-based recommendations that improve customer outcomes, operational performance and efficiency, and track whether interventions deliver the intended result.
- Lead the provision of timely analytical support during major incidents, storms and business-critical events. Ensure leaders have access to clear, accurate and appropriately controlled real-time information for decision-making, prioritisation and customer communications.
- Represent Performance, Reporting & Insight on high-profile and business-critical projects. Define data and reporting requirements early, challenge assumptions and ensure data-led thinking is embedded throughout delivery.
- Lead, coach and develop the data team. Set clear priorities and accountabilities, manage workload and resources, assure delivery and build a high-performing culture with strong technical and business capability.
- Drive proportionate adoption of modern reporting and analytical technologies. Reduce manual effort through automation, improve the usability of reporting products and expand effective self-service insight while maintaining governance and control.
About the company
Iberdrola is a Spanish electric utility that develops and delivers electricity from renewable sources such as wind, solar, hydro, and hydrogen. It generates, transmits, distributes, and sells power and also offers energy services like smart grids and efficiency solutions for homes and businesses. Its products work by producing clean electricity and delivering it through its networks while providing tools to improve energy use and grid performance. The company aims to accelerate the shift to a low-carbon economy by expanding renewables, modernizing grids, and investing in sustainable technologies across Europe, the US, Brazil, Mexico, and Australia.
Company Size
10,001+
Company Stage
IPO
Headquarters
Bilbao, Spain
Founded
2008
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Simplify's Take
What believers are saying
- H1 2026 net profit rose 22% to €4.34 billion on network investment.
- Iberdrola added 100,000 Spanish customers through Contigo Energía, strengthening retail scale.
- The EIB-backed green financing and 2026 capacity mechanism support near-term project execution.
What critics are saying
- Vineyard Wind’s GE dispute keeps Iberdrola exposed to U.S. offshore construction and contract friction.
- Spain’s 7.09% renewable return and Brazil’s tariff resets squeeze project economics.
- The Neoenergia buyout concentrates capital in Brazil, increasing regulatory and FX exposure.
What makes Iberdrola Group unique
- Iberdrola’s 2028 plan targets €37 billion for grids and €58 billion total.
- It operates 1.29 million kilometers of lines and 38.2 million supply points.
- Neoenergia gives Iberdrola Brazil scale across distribution, transmission, and customer service.
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Benefits
Paid Vacation
401(k) Company Match
Health Insurance
Dental Insurance
Life Insurance
Company News
Iberdrola has agreed to acquire the electricity retail business of Contigo Energía from Gesternova Group, adding 100,000 power customers in Spain. This marks the first acquisition of a retail electricity supplier by Iberdrola in its home market. The transaction, subject to customary closing conditions, forms part of Iberdrola's growth strategy in Spain's retail segment. The company views commercialisation as a key lever to accelerate electrification of homes and businesses. Contigo Energía will continue operating independently within the Iberdrola Group, similar to its subsidiary Niba, launched in June 2025 as a fully digital energy retailer. The deal covers only the electricity retail business and customer portfolio. Iberdrola leads Spain's market with nearly 9.8 million supply points, ahead of Endesa with over 9 million and Naturgy with almost 4.4 million.
Iberdrola, a Spanish multinational electric utility, received a €150 million (~$160 million) green loan agreement from the European Investment Bank to develop
Iberdrola has selected ICEYE to strengthen its electricity grid against extreme weather events using synthetic aperture radar satellite technology and near real-time data. The solution will help anticipate risks including floods, fires and strong winds, assess damage quickly and minimise impact on electricity supply. The initiative won a New-Tech Challenge within Iberdrola's PERSEO innovation programme, receiving over 40 proposals from ten countries. The 12-month pilot will launch in Spain, with ICEYE's Flood Solutions Suite providing forecasting, rapid impact assessment and flood insights. The deployment also includes wind damage assessment solutions for Iberdrola's assets in the United States and Australia. ICEYE's SAR technology can capture high-resolution imagery through smoke and storm clouds, enabling continuous monitoring in all weather conditions day or night.
The loan will be used to build 400 MW of a portfolio of wind and photovoltaic projects in various locations in Italy. These will be Iberdrola’s first renewable plants in ItalyThe projects will make a significant contribution to Italy’s security of ene
Wallbox, the Barcelona-based electric vehicle charging systems company, has closed a debt restructuring agreement worth €169.5 million with creditors representing over 83% of its financial debt. The deal includes a capital increase that will bring the Generalitat of Catalonia in as a shareholder. The agreement, pending judicial approval and scheduled for signing on 8 April, restructures existing debt into a €57.6 million framework loan and a €69.1 million bullet instrument, both maturing in December 2030. A working capital agreement of approximately €42.8 million was also reached. The restructuring includes a €10.65 million capital increase, with strategic shareholders contributing €5.65 million and the Generalitat adding €5 million. Participating banks will provide €12.5 million in new financing. CEO Enric Asunción said the agreement strengthens Wallbox's financial position.