Strategic & System Support Analyst

Strategic & System Support Analyst

Description

The Enterprise Planning and Strategic Support (EPSS) team exists to support the overall Customer Services organization through the ideation, development and execution of initiatives that enhance the overall customer experience, drive revenue, or reduce operational costs across all channels and business processes.

Team members are accountable for helping the organization to achieve goals related to channel satisfaction, channel adoption, product penetration, transaction conversion and first contact resolution. In addition, the team is responsible for supporting individual business units through process improvement efforts, execution of technology projects, data analysis, change management and assisting teams to improve the overall employee experience.

The Strategic & System Support Analysts collaborate with team members and functional partners to define the desired customer experience and multi-year needs/expectations while monitoring current channel trends across all customer segments. (Residential, Commercial, and Industrial)

The team is responsible for defining strategies and initiatives to meet the changing needs of the organization as it pertains to data analytics, channel migration/satisfaction, digital strategy, bill payment options, special billing programs/rates, operational excellence, technology integration, and employee engagement.

The Strategic & System Support Analysts will represent EPSS and/or Georgia Power on system teams, working groups, and/or special project teams to ensure that these strategies are integrated and prioritized across the enterprise. Often the Analysts will lead project teams to execute specific initiatives and measure their impact on key business objectives. In addition, team members support troubleshooting and ideation for enhancements for the Customer Service System (CSS) and Online Customer Care (OCC)

Position Requirements:

Education:

• Bachelor's degree strongly preferred - preferably in a technology, marketing, or business discipline

Job Experience:

• 5 years work experience within Marketing, Sales, or Customer Service; in-depth experience with residential, commercial, or industrial customer segments highly desired
• 3 years developing and implementing business/operational strategies for an organization or company
• 3 years work experience developing and implementing process improvement and/or technology solutions for customers or internal partners across customer service channels including IVR, Web, mobile and/or social media.

Knowledge, Skills, & Abilities:

• Proven track record of achieving goals (channel satisfaction, channel adoption, product penetration, transaction conversion, first contact resolution, etc.) across multiple channels (web, mobile, social, email, phone, text, chat)
• Ability to understand the customers' needs and leverage existing and emerging technologies to create innovative solutions to best meet these needs
• Extensive experience managing and optimizing customer experiences using customer analytics (through metrics, conversion funnels, survey results, usability testing, etc.) with a proven ability to meet quantitative goals
• Ability to apply insights from metrics, customer feedback, campaign results, research trends and advances into actionable business plans, create business cases, propose modifications and/or design enhancements
• Strong ability to develop strategic programs and marketing campaigns to meet sales and service goals across multiple channels (web, mobile, social, email, phone, text, chat)
• Experience with personalization and tools such as Adobe Target, Product Portal and email automation to provide meaningful experiences and relevant offers to our customers.
• Experience using analytics tools such as Adobe Analytics, Google Analytics, Click Fox/BryterCX, Speech Analytics to evaluate channel performance and identify customer pain points.
• Experience defining Key Performance Indicators and designing/building dashboards using tools such as PowerBi or Tableau to measure and report those KPIs.
• Knowledgeable about new and emerging technologies, such as virtual assistants and robotic process automation.
• Knowledgeable about Agile Processes and Frameworks, particularly Scaled Agile Framework (SAFe).
• Demonstrated ability to successfully communicate (verbal and written) and influence multiple stakeholders, lead cross functional teams, and support regions and functional areas
• Strong project management skills, including experience leading cross-functional and/or cross-company teams to successfully implement new initiatives.
• Demonstrated initiative, creativity, and innovation in developing new solutions.
• Possess an understanding of the utility industry with knowledge of Customer Service and Marketing business processes
• Support and embrace a culture of Safety Excellence
• Demonstrate behaviors that are consistent with Our Values - Safety First, Unquestionable Trust, Superior Performance and Total Commitment

Position Responsibilities

• Accountable for developing and implementing strategies that enhance the customer experience across all customer channels including phone, web, mobile, social media, text, emails, chat, native app and other emerging digital technologies
• Accountable for achieving operational and customer experience goals for residential, commercial, and industrial customer segments including self-service transaction growth, channel satisfaction, channel adoption, channel migration, product penetration, cost avoidance, etc.
• Identify opportunities for personalization to enhance the overall customer experience and drive satisfaction - provide opportunities to promote products and services
• Create innovative new approaches to analyzing customers and defining customer segments using internal sales/ customer information, external market intelligence, and
• competitive positioning
• Construct business cases for new initiatives or enhancements for funding and management approval
• Partner with the Technology Organization and other key functional areas, as well as other operating companies when needed, to define business and customer requirements for new technology initiatives or enhancements
• Monitor strategies of top performing benchmark utilities and develop the appropriate action plans when warranted
• Identify and/or develop KPI's and metrics for measuring success of implementing solutions, process changes, and initiatives
• Design, develop, and update reports, dashboards, and spreadsheets to track various performance metrics for weekly/monthly reports or ad hoc data requests
• Work through system teams to review and prioritize all customer service channel initiatives and secure management support and funding where necessary
• Define the needs and partner with Customer Experience to conduct research projects to understand customer behaviors, needs and pain-points. Use this research to identify opportunities for new initiatives to improve satisfaction and achieve business goals.
• Work closely with marketing, sales, customer service and communication teams to optimize positioning, messaging, and branding across customer service channels.
• Assist with Crisis Communications and Storm Restorations beyond normal work hours
• Represent the Customer Services organization on various project teams and system committees
• Lead project teams to execute specific initiatives and measure their impact on key business objectives
• Engage with vendors, research groups and networking organizations to stay abreast of customer service trends, technologies, and best practices both within and outside of the utility sector.

Job Type: Standard

Primary Location: Georgia-Metro Atlanta-Atlanta

Operating Company: Georgia Power Company

Job Type: Standard

Travel (Up to): Yes, 25 % of the Time

Work Location(s):

Georgia Power Headquarters - 241 Ralph McGill Blvd. NE (241ATLANTA)

241 Ralph McGill Blvd. NE

Atlanta, 30308

Req ID: GPC2009149