Specialist, AI Business Engagement

Southern Company•Atlanta, GA

About The Position

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

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
Ability to capture detailed requirements from the business and translate to technical teams for delivery
Solid understanding of AI/ML concepts, capabilities, and technologies.
Proven ability to work on cross-functional teams and lead teams towards meaningful results.
Excellent problem-solving and analytical skills, with the ability to make data-driven decisions.
Ability to guide and direct others to achieve results in addition to the ability to serve in a hands-on capacity to complete deliverables
Strong verbal and written communication skills, with the ability to articulate technical concepts to non-technical stakeholders.
Passionate about understanding customer needs and delivering exceptional user experiences.
The successful candidate will demonstrate the core values of Safety First, Intentional Inclusion, Superior Performance, and Acting with Integrity.
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

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.