Southern Company is a leading energy provider serving 9 million customers across the Southeast and beyond. The Customer Insights Analyst is responsible for gathering and analyzing Voice of the Customer data and market research findings to support strategic initiatives and improve customer experiences.
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
Qualification
Required
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
Preferred
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
Southern Company headquartered in Birmingham, Alabama, is the shared services division of Southern Company.
