Analyst Sr, Staff, Strategic & Sys Supp

 

Strategic & System Support Analyst GPC

                                

The Digital Customer Engagement & Systems (DCE&S) 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. 

 

We are seeking a results-driven and customer-centric Strategic & System Support Analyst to support our digital customer channels. This role is responsible for analyzing data, identifying trends, optimizing performance, and enhancing the customer experience across self-service and assisted digital channels such as mobile apps, web portals, IVR, chatbots, and social media. The ideal candidate has strong analytical skills, a deep understanding of digital customer engagement, and the ability to collaborate across IT, customer service, and business strategy teams.

 

The Strategic & System Support Analysts will play a key role in helping the team define 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. They may also participate on system teams, working groups, and/or special project teams to ensure that these strategies are integrated and prioritized across the enterprise. 

 

JOB REQUIREMENTS:

• Bachelor's degree strongly preferred – technology, marketing, or business disciplines 
• 3+ years of experience developing and implementing process improvement and/or technology solutions for customers or internal partners across customer service channels including IVR, Web, mobile and chatbots
• 3+ years of experience within Marketing, Sales, or Customer Service
• Strong communication, and project management skills.
• Experience working across matrixed organizations.
• Familiarity with agile methodologies.

 

MAJOR JOB RESPONSIBILITIES:     

• Manage and optimize customer experiences using customer analytics (through metrics, conversion funnels, survey results, usability testing, etc.) with a proven ability to meet quantitative goals
• Personalize customer journeys utilizing tools such as Adobe Target, Adobe Analytics and email automation to provide meaningful experiences and relevant offers to our customers.
• Develop and implement strategies to increase customer adoption and satisfaction with self-serve digital channels migrating them away from agent-assisted channels.
• Knowledgeable about Agile Processes and Frameworks, particularly Scaled Agile Framework (SAFe).
• 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.
• Demonstrate initiative, creativity, and innovation in developing new solutions. 
• 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.
  
   

Georgia Power is the largest electric subsidiary of Southern Company (NYSE: SO), America's premier energy company. Value, Reliability, Customer Service and Stewardship are the cornerstones of the Company's promise to 2.6 million customers in all but four of Georgia's 159 counties. Committed to delivering clean, safe, reliable, and affordable energy at rates below the national average, Georgia Power maintains a diverse, innovative generation mix that includes nuclear, coal and natural gas, as well as renewables such as solar, hydroelectric and wind. Georgia Power focuses on delivering world-class service to its customers every day and the Company is recognized by J.D. Power and Associates as an industry leader in customer satisfaction. For more information, visit www.GeogiaPower.com and connect with the Company on Facebook (Facebook.com/GeorgiaPower), Twitter (Twitter.com/GeorgiaPower) and Instagram (Instagram.com/ga_power).
Southern Company (NYSE: SO) is a leading energy provider serving 9 million customers across the Southeast and beyond through its family of compan