Strategic Insights and Innovation Specialist, Analyst
About The Position
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.
Requirements
- 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
- 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
Responsibilities
- 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
Benefits
- competitive base salary
- annual incentive awards for eligible employees
- health, welfare and retirement benefits designed to support physical, financial, and emotional/social well-being
- additional compensation, such as an incentive program
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
