Specialist, AI Business Engagement

Southern Company • Atlanta, GA

6d

About The Position

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.

Requirements

• Bachelors Degree in Engineering, Analytics, Data Science, Mathematics, Economics, Business, Marketing, Communications or related fields required.
• 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.

Nice To Haves

• Masters Degree in any of the above a plus.
• Previous experience within a utility setting highly preferred.

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.

Benefits

• 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

What This Job Offers

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