Mgr, Business Engagement

JOB SUMMARY 

The Business Engagement Manager is needed within the Georgia Power Customer Experience (CX) to truly understand organizational pain points that can be solved by ‘getting data out of the box’ and to intentionally drive the organic adoption of data-driven decision making within the various business units. Specifically, this role will focus on partnering with and guiding partner business units to be more fully led by data, focusing on the following activities:

• Proactively and consistently maintaining a broad perspective on CX business goals and pain points, identifying high-value or cross-business unit opportunities that can be addressed by analytics or other data-driven approaches
• Documenting, analyzing, prioritizing and developing solutions to enhance relevant CX business unit processes and workflows, using available data, automation tools, and technologies to drive business transformation, operational efficiencies, and customer experience enhancements
• Working with partner and system teams to establish a business unit-friendly data stewardship and data documentation framework/process for CX 
• To establish data-driven decision making/action taking as a core business competency within the CX business units by collaborating with internal partner and system teams to drive data literacy and decision intelligence adoption.

JOB REQUIREMENTS  

Education

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

• Master’s Degree in any of the above a plus.

Knowledge/Experience/Skills 

• 5+ years of experience working 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.

Additional required behavioral attributes:

• Customer-centric
• Results-oriented
• Detail-oriented
• Innovative mindset, leveraging available tools and technologies to transform business processes
• Strategic thinker with an ability to connect the dots between problems and solutions
• Committed to continuous learning and improvement, particularly in the data space
• Committed to building and maintaining constructive partnerships with business partners 
• Works well both independently and with others 
• Acts with speed and decisiveness  

MAJOR JOB RESPONSIBILITIES 

• Client Business Needs Gathering: Identify client pain points, document goals, and identify if data, analytics, or technology solutions can address their needs. Leverage knowledge of how the various business units operate to connect the dots between problems and solutions.
• Process/Data Deep Dives: Understand client processes – and the data consumed by and generated by those processes – to discern if data-driven solutions, automation tools, or technologies can drive efficiencies or customer experience enhancements. 
• Internal Analytics Partner Team Collab Sessions: Collaborate with partner customer analytics teams or system teams to share client findings so that solutions can be developed to address needs.
• Stakeholder Management: Continually communicate project progress 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 Data Literacy Baselining: Proactively reach out to CX client teams to gauge and document the level of data-driven decision making/action-taking proficiency and literacy.

• Partner Collaboration: Partner with internal teams, like the SCS Customer Analytics team, Customer Data Platform team, and the TO Information Management Office to construct a data stewardship and cataloguing framework that is acceptable to GPC CX business units.

• Collateral Distribution: Lead efforts to consolidate relevant data-driven decision-making content for distribution to GPC CX client teams on a recurring basis.

• Client Education to Cultivate Data-Driven Mindsets: Help clients learn and understand the data within their shop’s purview and how it will allow them to unleash informed decision making on behalf of our customers. Document and prioritize straggler datasets for upload to the Customer Data Platform (CDP) when in discovery sessions with clients.