The Strategic Insights Analyst Specialist serves as the experience lead and Subject Matter Expert (SME), providing analytical, research, and project management support to the Customer Operations, Safety & Training (COST) organization. This role focuses on delivering actionable customers and business insights to drive continuous improvement across core operations.
The analyst gathers and synthesizes information from multiple sources—including internal data, third-party research, and publicly available information—and collaborates with data specialists and cross-functional partners to deliver clear, compelling solutions that inform business decisions.
This position plays a critical role in:
- Identifying trends and forecasting performance
- Summarizing root causes of operational challenges
- Evaluating industry’s best practices and implementation pathways
- Recommending process improvements across business units and customer interaction channels
- Influencing stakeholders through data-driven insights to inform outcomes and mitigate risks
- Managing and prioritizing multiple concurrent projects
- Advocating on behalf of our 4.3 million customers
This role is ideal for a professional who thrives in fast-paced environments and excels at transforming ambiguity into actionable momentum.
Job Requirements
Education & Experience
- Bachelor’s degree in Business, Marketing, Communications, Data Analytics, or related field required; Master’s degree preferred
- 5+ years of experience in business intelligence, market research, marketing, and/or communications
- 5+ years of customer-facing experience within utilities or other self-service-focused industries (e.g., banking, travel)
- 5+ years of project and/or process management experience
- 5+ years working with Agile and/or Waterfall methodologies, including product or channel enhancement delivery
Knowledge & Skills
- Demonstrated business acumen with the ability to interpret, analyze, and apply research findings and business data to strategic objectives
- Strong verbal and written communication skills, with the ability to simplify complex concepts for diverse audiences
- Experience in data reporting, visualization, research methodologies (primary and secondary), and predictive analytics concepts
- Advanced proficiency in AI-enabled tools (e.g., Copilot), Excel, PowerPoint, and presentation platforms
- Expert-level experience with Power BI, Tableau, or similar data visualization tools
Core Competencies
- Ability to influence and engage stakeholders at all levels of the organization
- Strong project prioritization and multitasking capabilities across internal and external stakeholders
- Proven ability to collaborate in highly cross-functional environments
- Ability to synthesize diverse perspectives into actionable insights
- Strong organizational skills and ability to meet deadlines
- Quick learner with the ability to connect insights and apply sound business judgment
- Service-oriented, entrepreneurial mindset with the ability to turn ambiguity into execution
Major Job Responsibilities
This role is responsible for delivering customer insights and business intelligence that support strategic objectives, operational excellence, and continuous improvement across the COST organization.
Key responsibilities include:
- Utilize company-approved AI-powered tools to support rollout strategies and drive adoption of process improvements and innovation
- Analyze internal and external customer needs and leverage emerging technologies to design innovative, customer-centric solutions
- Track, measure, and communicate the results and impact of initiatives
- Develop and implement strategies that enhance processes and improve COST performance
- Partner with cross-functional teams including Customer Experience, Resource Management, Safety, Technical Training, Field Operations, Transmission Operations (TO), Corporate Communications, and Market Strategies
- Monitor benchmarking utilities and industry leaders to identify best practices and develop actionable implementation plans
- Build and maintain external relationships to share knowledge, benchmarks, and industry solutions
- Stay informed on industry trends, emerging technologies, and regulatory changes, and communicate relevant updates to stakeholders
- Design, develop, and evaluate strategic programs aimed at improving service delivery across multiple customer channels
- Translate complex data and technical information into clear, concise insights for non-technical audiences
- Support change management efforts tied to continuous improvement initiatives and COST transformation efforts
- Manage and refine the OI3 project backlog, provide status updates, and ensure timely project execution and completion
About Southern Company Gas
Southern Company Gas is a wholly owned subsidiary of Atlanta-based Southern Company (NYSE:SO), America’s premier energy company. Southern Company Gas serves approximately 4.2 million natural gas utility customers through its regulated distribution companies in four states and approximately 600,000 retail customers through its companies that market natural gas. Other nonutility businesses include investments in interstate pipelines and ownership and operation of natural gas storage facilities. For more information, visit southerncompanygas.com .
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: 19637
Job Category: Data Analytics
Job Schedule: Full time
Company: AGL Services Company
