Customer Insights Analyst

On behalf of our client, Elpedison, we are looking to recruit a Customer Insights Analyst.

This role offers a direct contractual association with Elpedison, ensuring that you become an integral part of our client's payroll and contribute your skills to their esteemed organization. Please be aware that our role is exclusively focused on overseeing the recruitment process.

The company

Elpedison is the first independent energy utility in Greece, and a leader in providing outstanding and innovative energy solutions. 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 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 currently looking for a Customer Insights Analyst to gather, 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 experience, targeted marketing, product development, service amendments and overall business performance. The preferred candidate must possess strong analytical skills, demonstrate accountability and exhibit a high degree of business acumen.

Main Responsibilities

• Collects, analyzes and interprets customer data from internal and external sources, including surveys, CRM systems, web analytics and feedback platforms to provide meaningful insights with full ownership.
• Develops dashboards, reports and visualizations to clearly convey key trends and performance metrics for strategic planning and decision-making.
• Identifies customer experience patterns and behaviors, correlating insights with business outcomes to drive impactful business strategies.
• Monitors and reports on KPIs, such as NPS, CSAT and CES, assessing their impact on financial metrics, customer retention and overall business growth.
• Presents customer insights and recommendations to senior leadership, turning complex analyses into actionable strategies that drive business decisions and enhance customer focus.
• Collaborates with internal teams to define and visualize KPIs within BI platforms and participate in UATs related to customer data systems to ensure accuracy and usability.
• Builds strong stakeholder knowledge, understanding their goals and data needs to provide impactful insights that drive cross-functional collaboration.
• Tracks market trends, research methodologies and analytics to enhance key findings and expand customer data sources.

• BSc in Business Analytics, Applied Mathematics, Statistics, Economics, Data Science or relevant field
• MSc in related fields will be considered an asset
• Minimum 3 years of relevant experience in data analysis, customer research or business intelligence roles, preferably within the Energy or Retail sector
• Solid expertise in data analysis, BI tools and customer research methodologies; relevant certifications are highly desirable
• Prior experience in using surveys, customer feedback tools (e.g. Qualtrics, Medallia, SurveyMonkey) and CRM systems, preferably Salesforce
• Familiarity in programming languages (e.g. Python, SQL) will be considered an advantage
• Excellent user of MS Office suite, with specialty in PowerPoint & Excel, and knowledge of Google Analytics
• Excellent command of the English language, both verbal and written
• Strong analytical skills with data-driven mindset
• Ability to apply technology and quantitative skills to solve complex problems
• Advanced communication and stakeholder management skills
• Attention to detail and accuracy in work

• Competitive salary
• Performance-based variable pay
• Ticket restaurant card
• Transportation reimbursement
• Private Health Insurance coverage
• Pension Scheme
• Home electricity discount
• Continuous learning & upskilling opportunities and access to our online training platform
• Flexible work from home options available #LI-Hybrid