JOB SUMMARY:
The Artificial Intelligence (AI) Business Engagement Specialist plays a pivotal role within the Georgia Power Customer Experience (CX) organization to unlock new dimensions of organizational insight, harness the transformative power of AI technology and to deliver AI/ML solutions that will enhance the lives of our customers and meet our internal clients’ needs. As such, the purpose of this role is:
- To proactively engage internal CX clients to source needs that can be addressed by AI/machine learning (ML)
- To communicate the identified client needs with internal partner AI/ML and analytics team members to drive product or solution development
- To document, prioritize, and socialize AI needs across the CX organization
- To assist the CX organization in data and AI readiness/literacy activities by collaborating with internal partner teams like the Technology Organization.
JOB REQUIREMENTS: (Education, Experience, Knowledge, Skills )
Education
- Bachelors Degree in Engineering, Analytics, Data Science, Mathematics, Economics, Business, Marketing, Communications or related fields required.
- Masters Degree in any of the above a plus.
Knowledge/Experience/Skills
- 5+ years of experience working in Customer Service, Sales & Marketing, Customer Experience, or related organization
- Communicate Business Requirements to Drive Solutions: Ability to capture detailed requirements from the business and translate to technical teams for delivery
- Technical Knowledge: Solid understanding of AI/ML concepts, capabilities, and technologies.
- Leadership Skills: Proven ability to work on cross-functional teams and lead teams towards meaningful results.
- Analytical Skills: Excellent problem-solving and analytical skills, with the ability to make data-driven decisions.
- Player-Coach: Ability to guide and direct others to achieve results in addition to the ability to serve in a hands-on capacity to complete deliverables
- Communication Skills: Strong verbal and written communication skills, with the ability to articulate technical concepts to non-technical stakeholders.
- Customer-Centric: Passionate about understanding customer needs and delivering exceptional user experiences.
- Previous experience within a utility setting highly preferred.
Behavioral Traits:
The successful candidate will demonstrate the core values of Safety First, Intentional Inclusion, Superior Performance, and Acting with Integrity.
Additional required behavioral attributes:
- Customer-centric
- Results-oriented
- Detail-oriented
- Strategic thinker with an ability to connect the dots between problems and solutions
- Committed to continuous learning and improvement
- Committed to building and maintaining constructive partnerships with business partners
- Works well both independently and with others
- Acts with speed and decisiveness
MAJOR JOB RESPONSIBILITIES:
- Client Business Need Gathering: Identify client needs, document requirements, and identify if AI/ML solutions can address the need.
- Process/Data Deep Dives: Understand client’s data, and processes that generate that data, to truly know if AI/ML can be a potential solution. Use business process knowledge to connect the dots between problems and solutions.
- Internal AI/Analytics Partner Team Collab Sessions: Collaborate with partner AI/analytics teams to share client findings so that technical teams can develop products or solutions to address needs.
- Stakeholder Management: Continually communicate with client teams to ensure expectations are met and value is being delivered.
- Client Need Backlog Management: Create, maintain, and consistently prioritize the client need backlog, ensuring that solutions efforts are focused on delivering maximum value relative to the objectives of GPC CX and GPC as a whole.
- Leadership Communication: Continually socialize – whether through dashboards, presentations, or reports – client needs to leaders, cross-functional partners, and relevant committees to ensure they are informed and can intervene if needed.
- Client Listening: Proactively reach out to CX client teams to gauge and document the level of AI/ML/analytics proficiency and familiarity.
- Partner Collaboration: Partner with internal teams, like the TO Information Management Office, to deliver larger-scale AI-literacy/learning sessions to address gaps in client CX teams.
- Collateral Distribution: Lead efforts to consolidate relevant AI-readiness content for distribution to client teams on a recurring basis.
- Cultivate Data-Driven Mindset : Help clients understand the data within their shop’s purview and that this will allow them to unleash AI on their business needs. Document and prioritize straggler datasets for upload to CDP when in discovery sessions with clients.
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 companies. Providing clean, safe, reliable and affordable energy with excellent service is our mission. The company has electric operating companies in three states, natural gas distribution companies in four states, a competitive generation company, a leading distributed energy solutions provider with national capabilities, a fiber optics network and telecommunications services. Through an industry-leading commitment to innovation, resilience and sustainability, we are taking action to meet customers' and communities' needs while advancing our goal of net-zero greenhouse gas emissions by 2050. Our uncompromising values ensure we put the needs of those we serve at the center of everything we do and are the key to our sustained success. We are transforming energy into economic, environmental and social progress for tomorrow. Our corporate culture has been recognized by a variety of organizations, earning the company awards and recognitions that reflect Our Values and dedication to service. To learn more, visit www.southerncompany.com .
Southern Company invests in the well-being of its employees and their families through a comprehensive total rewards strategy that includes competitive base salary, annual incentive awards for eligible employees and health, welfare and retirement benefits designed to support physical, financial, and emotional/social well-being. This position may also be eligible for additional compensation, such as an incentive program, with the amount of any bonus/awards subject to the terms and conditions of the applicable incentive plan(s). A summary of the benefits offered for this position can be found here https://seo.nlx.org/southernco/pdf/SOCO-Benefits.pdf . Additional and specific details about total compensation and benefits will also be provided during the hiring process.
Southern Company is an equal opportunity employer where an applicant's qualifications are considered without regard to race, color, religion, sex, national origin, age, disability, veteran status, genetic information, sexual orientation, gender identity or expression, or any other basis prohibited by law.
Job Identification: 17394
Job Category: Customer Service
Job Schedule: Full time
Company: Georgia Power
