Customer Service Analyst

Overview:

Where there is growth there is opportunity. Pembina’s Commercial & Customer Service Team is actively hiring a Customer Service Analyst reporting to the Director of Customer Service.

The Customer Service Analyst delivers customer reporting and business insights by gathering, validating, analyzing, and presenting customer and market data. The role produces recurring KPI reports and dashboards, monitors trends and variances, and connects results to key business drivers. Working closely with cross‑functional teams, the Analyst supports planning and forecasting, prepares clear visuals and talking points for leadership presentations, manages ad hoc requests, and continuously improves and automates reporting processes.

Responsibilities may include but not limited to:

Business Intelligence & Data Gathering

• Collect, integrate, and validate customer data from multiple internal and external sources to produce reliable datasets for reporting and analysis;
• Partner with cross‑functional teams (e.g., Business Development, Marketing, Commercial) to consolidate customer insights and enable comprehensive reporting; and
• Develop and maintain clear data definitions and documentation to ensure reports are accurate, consistent, and repeatable.

Customer Reporting & KPI Insights

• Gather, maintain, and distribute customer operational and financial KPI data to produce recurring and ad hoc performance reports that support stakeholder visibility and decision‑making;
• Build and maintain dashboards and visualizations (e.g., Power BI) that convert complex datasets into clear, actionable insights for business partners; and
• Analyze performance trends and variances, synthesizing results into concise narratives that link outcomes to key drivers for leadership reporting (e.g., monthly and quarterly scorecards).

Forecasting, Business Cycles & Customer Planning Support

• Analyze customer forecasts and business cycles to highlight trends, risks, and opportunities; support alignment of customer forecasts and planning inputs; and
• Contribute to broader planning and performance discussions by integrating forward looking views and business drivers into reporting outputs.

External Market Trends & Implications

• Support the incorporation of basic market and competitive context into reporting and analysis to help explain changes in customer performance and demand;
• Assist in gathering, organizing, and summarizing market information to support customer engagement materials and internal discussions; and
• Build foundational understanding of how external factors influence customer results, with guidance from senior team members.

Continuous Improvement, Automation & Data Quality

• Identify opportunities to streamline and automate reporting through dashboards and standardized formats (including Power BI and existing enterprise tools), reducing manual effort and improving timeliness; and
• Maintain data accuracy through validation checks and quality controls to ensure confidence in reporting outputs.

Qualifications:

• 3+ years of experience in business intelligence, analytics, reporting, or commercial insights, with a strong foundation in data analysis and performance reporting;
• Post‑secondary education in Business, Economics, Engineering and or a related field, or an equivalent combination of education and experience;
• Demonstrated learning agility—able to quickly learn new business domains, datasets, tools, and reporting requirements, and apply them effectively in a changing environment;
• Strong ability to gather, clean, combine, and analyze data, perform trend and variance analysis, and translate findings into clear, practical insights for business and customer stakeholders;
• Experience building, maintaining, and evolving metrics and KPIs, with a high attention to detail and openness to refining definitions as business needs evolve;
• Advanced Excel skills (pivots, formulas, data models; Power Query an asset) and proficiency in Power BI, PowerPoint and Copilot/ AI tools, to build dashboards, automate reporting, and communicate performance insights;
• Customer and business‑oriented mindset, with the ability to understand reporting needs, ask thoughtful questions, and connect data to broader business context;
• Strong commitment to data accuracy, integrity, organization and continuous improvement, with a willingness to learn best practices and adopt new standards;
• Proven ability to prioritize work, manage multiple deliverables, and meet reporting deadlines in a fast‑paced environment;
• Strong collaboration and relationship‑building skills, enabling effective partnership across teams to gather inputs, align on definitions, and continuously improve outcomes;
• Support Pembina’s safety culture of “Zero by Choice” and adherence to the Life Saving Rules (pembina.com/safety); and
• Actively participate in and support an equitable, diverse, and inclusive workplace.

Pembina’s Flexible Work Standard provides the option for eligible employees to work remotely on Fridays.