Business Strategic Innovation Analyst

The Business Strategic Innovation Analyst is responsible for providing analytical, project management, research, and testing support for the Customer Operations, Safety, and Training organization. This role helps drive innovative solutions that support core business functions by leveraging data, technology, and process improvement methodologies.

The successful candidate will possess a strong understanding of complex business environments and will work to improve business processes, optimize system capabilities, and support organizational objectives. This position focuses on end-to-end business transformation initiatives, functioning as both a technical and analytical resource while partnering across all levels of the organization to identify, develop, and implement innovative business solutions.

Key Responsibilities

The Business Strategic Innovation Analyst will support the delivery of innovative solutions and business intelligence that advance strategic objectives and operational excellence across the Customer Operations, Safety, and Training organization. Responsibilities include, but are not limited to:

• Analyze data, stakeholder feedback, and business insights to connect process, technology, and people impacts into practical, actionable recommendations.
• Support the development and execution of strategic initiatives, business enhancements, and innovation projects.
• Ensure alignment between business processes and technology solutions.
• Identify opportunities for process improvement and facilitate ideation, problem-solving, and design-thinking sessions with business partners.
• Conduct research, analysis, and testing to evaluate business needs and recommend innovative solutions.
• Support change management activities that prepare employees and stakeholders to successfully adopt new processes, technologies, and ways of working.
• Collaborate with cross-functional teams to drive business process improvements and operational efficiency.
• Assist in the implementation and monitoring of business intelligence tools, analytical solutions, and performance metrics.
• Partner with leadership and stakeholders to identify opportunities that enhance customer experience, employee experience, and business operations.
• Support innovation initiatives that leverage emerging technologies to improve service delivery and organizational effectiveness.

Minimum Qualifications

Education

• Bachelor's degree in Business, Data Analytics, Information Technology, or a related field.

Experience

• Three to five years of experience in data analytics, business analysis, process improvement, or a related field.
• Three to five years of demonstrated professional experience with written and verbal communications, including the ability to simplify complex concepts for diverse audiences.

Knowledge, Skills, and Abilities

• Understanding of utility industry business practices, particularly within Customer Experience, Field Operations, or Technology functions preferred.
• Strong facilitation and stakeholder engagement skills, with the ability to collaborate effectively with leaders at multiple organizational levels.
• Ability to understand customer needs and leverage existing and emerging technologies to develop innovative business solutions.
• Experience supporting strategies that improve employee and customer experiences across multiple channels, including phone, web, mobile, social media, text messaging, email, chat, and other digital platforms.
• Strong organizational skills with the ability to manage and prioritize multiple projects simultaneously.
• Ability to work effectively in highly collaborative, cross-functional environments and translate complex information into actionable solutions.
• Advanced proficiency in Microsoft Excel, Microsoft PowerPoint, and presentation tools.
• Knowledge of Change Management and Design Thinking methodologies preferred.
• Experience with artificial intelligence-related tools and technologies such as Python, Structured Query Language (SQL), Microsoft Copilot, Databricks, or similar platforms preferred.
• Familiarity with business systems such as: 
  • Customer Information System (CIS)
  • Customer Service System (CSS)
  • Customer Management Application (CMA)
  • Customer Care and Billing (CCB)

or related enterprise applications preferred.