Jack Cowan
Peebles,Scottish Borders
Summary
Motivated performance analyst specialising in delivering actionable insights and recommendations for business improvement. Proven ability to communicate complex technical information clearly to non-technical stakeholders. Highly adaptable and quick to acquire new technical skills.
Overview
5
5
years of professional experience
4
4
years of post-secondary education
1
1
Certification
Work history
Real Time Performance Analyst
British Gas
Edinburgh, Midlothian
2026.01 - Current
- Responsible for reporting and updating key performance metrics in the form of weekly and monthly scorecards.
- Providing key detail to stakeholders and engaging in control activity to ensure compliance with regulatory requirements.
- Supporting the Non-Voice Partners Performance Team with insight and recommendations to improve performance.
Performance Analyst
British Gas
Edinburgh, Midlothian
2022.09 - 2026.01
- Provided valuable and actionable insight to key stakeholders using a broad range of techniques.
- Performed detailed root cause analysis to identify problem areas, facilitating recommendations aimed at driving operational change.
- Engaged with wider team through regular meetings and updates to ensure outputs were consistently aligned.
- Analysed and manipulated large datasets to uncover trends and patterns.
- Utilised DMAIC Methodology to manage end-to-end journey of projects.
- Developed and maintained Power BI dashboards to empower stakeholders in making informed data-led decisions.
Customer Resolution Agent
British Gas
Edinburgh, Midlothian
2021.02 - 2022.09
- Managed high volumes of calls, webchats and emails to ensure customer needs were met effectively.
- Upskilled into two additional roles - Sales Ops Guru and Home Move Guru.
- Served as primary contact for team inquiries related to moving home, acquisitions, withdrawals, and resolution of disputed readings.
Education
Bachelor of Science - Computer Science
University of Strathclyde
Glasgow 2016.09 - 2020.08
Skills
- Performance Analysis
- Root Cause Analysis
- Managing stakeholders
- Delivering insight and recommendations
- Microsoft Office (Including Excel)
- Power BI
- SQL Querying
Certification
ILX Lean Six Sigma for Services Green Belt
Affiliations
- Sports
- Board and Video Games
Timeline
Real Time Performance Analyst
British Gas
2026.01 - Current
Performance Analyst
British Gas
2022.09 - 2026.01
Customer Resolution Agent
British Gas
2021.02 - 2022.09
Bachelor of Science - Computer Science
University of Strathclyde
2016.09 - 2020.08