Customer Insights Analyst - Market Research

Southern Company • Atlanta, GA

2d

About The Position

JOB SUMMARY: The Customer Insights Analyst is responsible for gathering and analyzing Voice of the Customer (VOC) data and other market research findings and disseminating that accurately and succinctly within the organization to support various strategic initiatives. This position will gather and synthesize information from multiple sources, including customer surveys, internal data sources, third-party subscription research services and publicly available/open-source information, and work with data analytics specialists and other internal partners to deliver compelling content in a digestible manner with the goal of improving customer journeys and experiences by: Identifying trends and forecasts, Summarizing root causes, Understanding (cross) industry best practices and paths to implementation, Advocating on behalf of our 4.5M electric utility customers JOB REQUIREMENTS: A bachelor’s degree in Business, Marketing, Consumer/Data Analytics, Communications, or a related field is required Minimum of 1 year of experience in business intelligence, market research, marketing, analytics, and/or communications Proficiency with Excel, PowerPoint, and other presentation software; Proficiency in Power BI, Tableau or related data presentation and dashboard applications; Proficiency in survey creation tools such as InMoment, Qualtrics, SurveyMonkey, etc.; Proficiency in survey creation and programming; Proficiency in crosstab analysis tools, such as mTab and SPSS Demonstrated business acumen and abilities to decipher, understand and apply research findings and business data and applications to stated business objectives Demonstrated verbal and written communication skills with the ability to understand and simplify complex subjects Knowledge of data reporting, data visualization, primary and secondary research, and predictive analytics concepts Understanding of Marketing, Sales, Customer Service, and business practices; utility industry knowledge a plus Demonstrated comfort level engaging with business leaders at various levels concerning their organizational goals, needs and strategies Ability to manage and prioritize multiple projects simultaneously involving internal and external stakeholders Ability to effectively collaborate in highly cross-functional environments, engage diverse stakeholders, and translate significant information and varied points of view into insights that will impact customer services, marketing, and operations Ability to meet deadlines Fast learner with a demonstrated ability to connect the dots and apply sound business judgment A customer service/customer-oriented mindset MAJOR JOB RESPONSIBILITIES: This role will be responsible for the delivery of customer insights and business intelligence supporting strategic objectives and business operations in support of Southern Company electric OpCos and SCS partners and includes but is not limited to: Gathering and analyzing VOC data to understand customer trends and expectations and make recommendations to improve experiences, communicate more effectively and exceed our customers’ expectations Assisting stakeholders with analysis of customer preferences, customer journey mapping, and best practices recommendations Partner with Customer Services/Operations, Field Operations, Technology Organization, Corporate Communications, Marketing, Sales, and other internal partners on various customer experience initiatives Communicate technical information and complex data to non-technical audiences in a logical and concise manner

Requirements

• A bachelor’s degree in Business, Marketing, Consumer/Data Analytics, Communications, or a related field is required
• Minimum of 1 year of experience in business intelligence, market research, marketing, analytics, and/or communications
• Proficiency with Excel, PowerPoint, and other presentation software
• Proficiency in Power BI, Tableau or related data presentation and dashboard applications
• Proficiency in survey creation tools such as InMoment, Qualtrics, SurveyMonkey, etc.
• Proficiency in survey creation and programming
• Proficiency in crosstab analysis tools, such as mTab and SPSS
• Demonstrated business acumen and abilities to decipher, understand and apply research findings and business data and applications to stated business objectives
• Demonstrated verbal and written communication skills with the ability to understand and simplify complex subjects
• Knowledge of data reporting, data visualization, primary and secondary research, and predictive analytics concepts
• Understanding of Marketing, Sales, Customer Service, and business practices
• Demonstrated comfort level engaging with business leaders at various levels concerning their organizational goals, needs and strategies
• Ability to manage and prioritize multiple projects simultaneously involving internal and external stakeholders
• Ability to effectively collaborate in highly cross-functional environments, engage diverse stakeholders, and translate significant information and varied points of view into insights that will impact customer services, marketing, and operations
• Ability to meet deadlines
• Fast learner with a demonstrated ability to connect the dots and apply sound business judgment
• A customer service/customer-oriented mindset

Nice To Haves

• utility industry knowledge a plus

Responsibilities

• Gathering and analyzing VOC data to understand customer trends and expectations and make recommendations to improve experiences, communicate more effectively and exceed our customers’ expectations
• Assisting stakeholders with analysis of customer preferences, customer journey mapping, and best practices recommendations
• Partner with Customer Services/Operations, Field Operations, Technology Organization, Corporate Communications, Marketing, Sales, and other internal partners on various customer experience initiatives
• Communicate technical information and complex data to non-technical audiences in a logical and concise manner

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level