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

About Southern Company

Southern Company (NYSE: SO) is a leading energy provider serving 9 million customers across the Southeast and beyond through its family of companies. Providing clean, safe, reliable and affordable energy with excellent service is our mission. The company has electric operating companies in three states, natural gas distribution companies in four states, a competitive generation company, a leading distributed energy solutions provider with national capabilities, a fiber optics network and telecommunications services. Through an industry-leading commitment to innovation, resilience and sustainability, we are taking action to meet customers' and communities' needs while advancing our goal of net-zero greenhouse gas emissions by 2050. Our uncompromising values ensure we put the needs of those we serve at the center of everything we do and are the key to our sustained success. We are transforming energy into economic, environmental and social progress for tomorrow. Our corporate culture has been recognized by a variety of organizations, earning the company awards and recognitions that reflect Our Values and dedication to service. To learn more, visit www.southerncompany.com. 

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. Additional and specific details about total compensation and benefits will also be provided during the hiring process.

Southern Company is an equal opportunity employer where an applicant's qualifications are considered without regard to race, color, religion, sex, national origin, age, disability, veteran status, genetic information, sexual orientation, gender identity or expression, or any other basis prohibited by law.

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