Senior Customer Service Analyst

Overview:

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

The Senior Customer Service Analyst delivers high‑quality customer reporting and strategic business insights by leading the gathering, validation, analysis, and presentation of customer and market data. The role owns recurring KPI reporting and dashboards, proactively analyzes trends and variances, and connects performance outcomes to underlying business drivers. Partnering closely with cross‑functional stakeholders, the Senior Analyst supports planning, forecasting, and customer strategy, and translates complex insights into leadership presentations. The role also manages complex ad hoc analytical requests, ensures strong data quality and documentation standards, and drives continuous improvement and automation of reporting processes.

Responsibilities may include but not limited to:

Business Intelligence & Data Gathering

• Lead the consolidation and integration of customer data from multiple internal and external sources to create high‑quality, analysis‑ready datasets for reporting and insights;
• Partner with cross‑functional teams (e.g., Business Development, Marketing, Commercial, Operations) to align and synthesize customer datapoints into a comprehensive, enterprise‑level view; and
• Establish and maintain data definitions, documentation, and reporting standards to ensure consistency, accuracy, and repeatability across analytics and reporting outputs.

Customer Reporting & KPI Insights

• Own the development, maintenance, and distribution of customer KPI reporting and (standard and ad hoc), ensuring clear visibility and informed decision‑making for stakeholders;
• Design, build, and evolve dashboards and visualizations (e.g., Power BI) that translate complex data into clear, actionable insights for business partners; and
• Lead variance and trend analysis, synthesizing results into concise, executive‑ready narratives that connect performance outcomes to underlying business drivers for monthly and quarterly leadership scorecards.

Forecasting, Business Cycles & Customer Planning Support

• Serve as a key analytical partner for the customer portfolio, providing forward‑looking insights on production profiles, activity levels, and commercial impacts to support customer planning and portfolio strategy;
• Analyze upstream market dynamics (e.g., production trends, basin activity, seasonality, and commodity cycles) to inform customer forecasts, identify emerging risks and opportunities, and enhance scenario planning discussions.

External Market Trends & Implications

• Integrate market, competitive, and industry context to explain shifts in customer performance and demand, and to inform customer engagement and strategic discussions;
• Monitor and interpret market signals (e.g., commodity trends, basin activity, regulatory or macroeconomic factors) to proactively assess impacts on customer behavior, forecasts, and business planning; and
• Provide strategic analytical support to commercial teams by evaluating customer economics, contract performance, and growth scenarios, and translating insights into recommendations that inform commercial discussions, portfolio optimization, and long‑term customer strategy.

Continuous Improvement, Automation & Data Quality

• Lead continuous improvement initiatives to modernize and automate reporting through scalable dashboards and standardized frameworks, leveraging Power BI and enterprise tools to reduce manual effort, improve timeliness, and enable self‑service insights;
• Set and uphold data quality standards, designing and overseeing validation checks, controls, and governance practices to ensure accuracy, consistency, and confidence in reporting outputs;
• Proactively identify process gaps, inefficiencies, and data risks, driving solutions that improve reliability, sustainability, and analytical rigor across reporting workflows; and
• Act as a subject‑matter expert and advisor, influencing best practices in automation, data quality, and reporting design across teams and stakeholders.

Qualifications:

• 10+ years of progressive experience in engineering, business intelligence, analytics, performance reporting, or commercial insights within energy or industrial environments, with a strong focus on upstream operations;
• Bachelor’s degree in Business, Economics, Engineering, or equivalent technical discipline required;
• Fundamental understanding of drilling and completion activities, production evaluation, well economics and customer performance analysis;
• Proven capability to analyze, integrate, and interpret complex technical and commercial datasets, translating upstream performance metrics into clear, actionable insights for internal teams and customers;
• Strong experience developing, maintaining, and governing performance metrics, KPIs, and analytical frameworks tied to upstream results and customer outcomes;
• Advanced proficiency in Excel (pivots, complex formulas, data models; Power Query an asset) and strong capability using Power BI, PowerPoint and Copilot/AI tools to automate reporting, visualize trends, and communicate insights effectively;
• High attention to detail and a strong commitment to data accuracy, integrity, and analytical rigor, particularly when working with production, forecasting, and performance datasets;
• Ability to manage competing priorities, synthesize inputs from multiple sources, and meet reporting timelines in a fast-paced, results-driven environment;
• Strong collaboration and relationship-building skills, enabling effective partnership across technical, commercial, and customer-facing teams;
• Support Pembina’s safety culture of "Zero by Choice" and the “Life Saving Rules”. To read more about our Life Saving Rules, visit 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.