CX Data & Insights Lead

Georgia Power Company; Atlanta (GA); On-site; USD 95,000 - 140,000; Full time

Job summary

Georgia Power is seeking a Business Engagement Manager within Customer Experience to champion data-led decision making. You will partner with CX business units to identify pain points, map processes, and drive solutions using analytics, automation, and data governance.

You will lead cross-functional teams, communicate requirements to technical partners, and help build a data literacy culture across the organization, delivering measurable improvements in customer experience and operational

Qualifications

• 5+ years of experience in or directly supporting a Customer Service, Sales, Marketing, Customer Experience, or related organization in an enterprise context
• Communicate Business Requirements to Drive Solutions: Ability to capture detailed requirements from the business and translate to technical teams for solution delivery
• High-Level Technical Knowledge: Solid understanding of data analytics 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 and vice versa
• Customer-Centric Collaboration: Passionate about understanding customer needs and delivering exceptional user experiences in a collaborative fashion
• Previous experience within a utility setting highly preferred
• Previous experience within a regulated industry preferred

Responsibilities

• Client Business Needs Gathering: Identify client pain points, document goals, and identify if data, analytics, or technology solutions can address their needs
• Process/Data Deep Dives: Understand client processes and the data consumed and generated to discern data-driven solutions
• Internal Analytics Partner Team Collab Sessions: Collaborate with partner customer analytics teams or system teams to share client findings
• Stakeholder Management: Continually communicate project progress with client teams to ensure expectations are met
• Client Need Backlog Management: Create, maintain, and prioritize the client need backlog
• Leadership Communication: Socialize client needs to leaders and cross-functional partners via dashboards/reports
• Client Data Literacy Baselining: Gauge the level of data-driven decision making proficiency
• Partner Collaboration: Work with internal teams to construct a data stewardship framework acceptable to CX
• Collateral Distribution: Lead efforts to distribute data-driven content to CX teams
• Client Education to Cultivate Data-Driven Mindsets: Help clients understand data and upload straggler datasets to CDP

Skills

Data analytics

Leadership

Communication

Cross-functional collaboration

Education

Bachelor's Degree in Engineering, Analytics, Data Science, Economics, Business, Marketing, Communications or related fields

Master’s Degree in any of the above a plus

Job description

Georgia Power is seeking a Business Engagement Manager within Customer Experience to champion data-led decision making. You will partner with CX business units to identify pain points, map processes, and drive solutions using analytics, automation, and data governance.

You will lead cross-functional teams, communicate requirements to technical partners, and help build a data literacy culture across the organization, delivering measurable improvements in customer experience and operational