Specialist, AI Business Engagement

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.

• 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.

• 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.

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

• 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…