Strategic Insights and Innovation Specialist, Analyst

The Strategic Insights Analyst Specialist serves as the experience lead and Subject Matter Expert (SME), providing analytical, research, and project management support to the Customer Operations, Safety & Training (COST) organization. This role focuses on delivering actionable customers and business insights to drive continuous improvement across core operations.

The analyst gathers and synthesizes information from multiple sources-including internal data, third-party research, and publicly available information-and collaborates with data specialists and cross-functional partners to deliver clear, compelling solutions that inform business decisions.

This position plays a critical role in:

+ Identifying trends and forecasting performance

+ Summarizing root causes of operational challenges

+ Evaluating industry's best practices and implementation pathways

+ Recommending process improvements across business units and customer interaction channels

+ Influencing stakeholders through data-driven insights to inform outcomes and mitigate risks

+ Managing and prioritizing multiple concurrent projects

+ Advocating on behalf of our 4.3 million customers

This role is ideal for a professional who thrives in fast-paced environments and excels at transforming ambiguity into actionable momentum.

** Job Requirements*
* ** Education & Experience*
* + Bachelor's degree in Business, Marketing, Communications, Data Analytics, or related field required;
Master's degree preferred

+ 5+ years of experience in business intelligence, market research, marketing, and/or communications

+ 5+ years of customer-facing experience within utilities or other self-service-focused industries (e.g., banking, travel)

+ 5+ years of project and/or process management experience

+ 5+ years working with Agile and/or Waterfall methodologies, including product or channel enhancement delivery

** Knowledge & Skills*
* + Demonstrated business acumen with the ability to interpret, analyze, and apply research findings and business data to strategic objectives

+ Strong verbal and written communication skills, with the ability to simplify complex concepts for diverse audiences

+ Experience in data reporting, visualization, research methodologies (primary and secondary), and predictive analytics concepts

+ Advanced proficiency in AI-enabled tools (e.g., Copilot), Excel, PowerPoint, and presentation platforms

+ Expert-level experience with Power BI, Tableau, or similar data visualization tools

** Core Competencies*
* + Ability to influence and engage stakeholders at all levels of the organization

+ Strong project prioritization and multitasking capabilities across internal and external stakeholders

+ Proven ability to collaborate in highly cross-functional environments

+ Ability to synthesize diverse perspectives into actionable insights

+ Strong organizational skills and ability to meet deadlines

+ Quick learner with the ability to connect insights and apply sound business judgment

+ Service-oriented, entrepreneurial mindset with the ability to turn ambiguity into execution

** Major

Job Responsibilities *
* This role is responsible for delivering customer insights and business intelligence that support strategic objectives, operational excellence, and continuous improvement across the COST organization.

Key responsibilities include:

+ Utilize company-approved AI-powered tools to support rollout strategies and drive adoption of process improvements and innovation

+ Analyze internal and external customer needs and leverage emerging technologies to design innovative, customer-centric solutions

+ Track, measure, and communicate the results and impact of initiatives

+ Develop and implement strategies that enhance processes and improve COST performance

+ Partner with cross-functional teams including Customer Experience, Resource Management, Safety, Technical Training, Field Operations, Transmission Operations (TO), Corporate Communications, and Market Strategies

+ Monitor benchmarking utilities and industry leaders to identify best practices and develop actionable implementation plans

+ Build and maintain external relationships to share knowledge, benchmarks, and industry solutions

+ Stay informed on industry trends, emerging technologies, and regulatory changes, and communicate relevant updates to stakeholders

+ Design, develop, and evaluate strategic programs aimed at improving service delivery across multiple customer channels

+ Translate complex data and technical information into clear, concise insights for non-technical audiences

+ Support change management efforts tied to continuous improvement initiatives and COST transformation efforts

+ Manage and refine the OI3 project backlog, provide status updates, and ensure timely project execution and completion

** About Southern Company Gas*
* Southern Company Gas is a wholly owned subsidiary of Atlanta-based Southern Company (NYSE:SO), America's premier energy company. Southern Company Gas serves approximately 4.2 million natural gas utility customers through…