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Southern Company Strategic Support Analyst I, II, or Senior in Naperville, Illinois

Strategic Support Analyst I, II, or Senior

Description

STRATEGIC SUPPORT ANALYST I, II OR SENIOR

This position may be filled as Strategic Support Analyst I (GSCO-3), II (GSCO-4), or Senior (GSCO-5). Individuals who demonstrate advanced skills in terms of work experience, education, and certifications may be eligible for the more advanced position.

KNOWLEDGE, SKILLS, & ABILITIES:

  • Demonstrated ability to successfully communicate (verbal and written) and influence multiple stakeholders, lead cross functional teams, and support all LDCs and functional areas.

  • Ability to work closely with Marketing, Customer Experience, Resource Management and Corporate Communication teams to optimize our customer service channels.

  • Demonstrated initiative, creativity, and innovation in developing new solutions.

  • Possess an understanding of the utility industry with in-depth knowledge of Customer Service policies, procedures, and guidelines.

  • Strong project management skills, including experience leading cross-functional and/or cross-company teams to successfully implement new initiatives.

  • Ability to understand the customers’ needs and leverage existing and emerging technologies to create innovative solutions to best meet these needs.

  • Ability to apply insights from metrics, customer feedback, campaign results, research trends and advances into actionable business plans, create business cases, propose modifications and/or design enhancements.

  • Strong ability to develop strategic programs to meet service goals across multiple channels (web, mobile, social, email, phone, text, chat).

  • Familiar with personalization and tools such as Adobe Target and email automation to provide meaningful experiences and relevant offers to our customers.

  • Familiar with analytics tools such as Adobe Analytics, Google Analytics, and Speech Analytics to evaluate channel performance and identify customer pain points.

  • Support and embrace a culture of Safety Excellence.

  • Demonstrate behaviors that are consistent with Our Values – Safety First, Unquestionable Trust, Superior Performance and Total Commitment.

POSITION RESPONSIBILITIES:

  • Accountable for developing and implementing strategies that enhance the customer experience across all customer channels including phone, web, mobile, social media, text, emails, chat, and other emerging digital technologies.

  • Achieve operational and customer experience goals for self-service transaction growth, channel satisfaction, channel adoption, channel migration, product penetration, cost avoidance, etc.

  • Identify opportunities for personalization to enhance the overall customer experience and drive satisfaction – provide opportunities to promote products and services.

  • Partner with Corporate Communications, Resource Management, Market Strategies, and other internal partners on various Customer Experience initiatives.

  • Construct business cases for new initiatives or enhancements for funding and management approval.

  • Partner with the Technology Organization and other key functional areas, as well as other internal organizations when needed, to define business and customer requirements for new technology initiatives or enhancements.

  • Monitor strategies of top performing benchmark utilities and develop the appropriate action plans when warranted.

  • Work with internal stakeholders to review and prioritize all customer experience channel initiatives and secure management support and funding where necessary.

  • Define the needs and partner with VOC Strategy and Solutions to conduct research projects to understand customer behaviors, needs and pain-points. Use this research to identify opportunities for new initiatives to improve satisfaction and achieve business goals.

  • Represent the Customer Experience organization on various project teams and system committees

JOB REQUIREMENTS

  • Undergraduate degree in business, marketing, technology, or related fields required, master’s degree preferred.

  • Minimum of 3 years of Customer Service/customer facing experience within the utility or other strong self-service focused industry (banking, travel, etc.).

  • Minimum of 3 years of project/process management experience.

  • Minimum of 3 years of Agile and/or Waterfall project approach with product/channel enhancements and delivery experience.

Success Factors:

Executing for Results Collaboration and Building Relationships

Learning and Thinking Industry Knowledge/Business Acumen

Honoring Corporate Values & Standards

Working Conditions/Physical Requirements:

Infrequent travel required (0-5%)

Disclaimer: This information describes the general nature and level of work performed by employees in this job. The description is not designed to be a comprehensive inventory of duties, responsibilities and qualifications required of employees in the job. Reasonable accommodation may be made to qualified disabled individuals for performance of essential duties and responsibilities.

Southern Company Gas provides for the energy needs of millions of U.S. households and businesses. As the largest natural gas-only distribution company in the United States, with more than 150 years of history behind us, we're working to ensure that Americans have access to an abundant, safely delivered supply of natural gas for decades to come. We offer our customers a wide range of energy services under one umbrella: seven regulated utilities as well as non-regulated businesses that offer retail, wholesale and storage services.

Southern Company (NYSE: SO) is a leading energy company serving 9 million customers through its subsidiaries as of Jan. 1, 2019. The company provides clean, safe, reliable and affordable energy through electric operating companies in three states, natural gas distribution companies in four states, a competitive generation company serving wholesale customers across America, a leading distributed energy infrastructure company, a fiber optics network and telecommunications services . Southern Company brands are known for excellent customer service, high reliability and affordable prices below the national average. For more than a century, we have been building the future of energy and developing the full portfolio of energy resources, including carbon-free nuclear, advanced carbon capture technologies, natural gas, renewables, energy efficiency and storage technology. Through an industry-leading commitment to innovation and a low-carbon future, Southern Company and its subsidiaries develop the customized energy solutions our customers and communities require to drive growth and prosperity. Our uncompromising values ensure we put the needs of those we serve at the center of everything we do and govern our business to the benefit of our world. Our corporate culture and hiring practices have been recognized nationally by the U.S. Department of Defense, G.I. Jobs magazine, DiversityInc, Black Enterprise, Forbes and the Women's Choice Award. To learn more, visit www.southerncompany.com.

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.

Job Type: Standard

Primary Location: Georgia-Metro Atlanta-Atlanta

Operating Company: Southern Company Gas

Other Locations: Illinois-Metro Chicago-Naperville, Tennessee-Chattanooga Area-Chattanooga, Virginia-Coastal Virginia-Virginia Beach

Job Type: Standard

Travel (Up to...): Yes, 25 % of the Time

Work Location(s):

AGLR Corporate Office - 10 Peachtree Place NE (10AtlantaCODE)

10 Peachtree Place NE

Atlanta, 30309

G O Naperville - 1844 W Ferry Rd. (1844NapervilleCODE)

1844 W Ferry Rd.

Naperville, 60536

VNG Virginia Beach - 544 S. Independence Blvd (544VirginiaBeachCODE)

544 S. Independence Blvd

Virginia Beach, 23452

Req ID: GAS2003494

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