Job Location: Columbus, OH
Functional System Analyst
Functional System Analyst Senior
POSITION SUMMARY:
Want to exercise your leadership skills and make a difference in AEP’s Customer Experience (CX)? Are you interested in the digital space? If yes, this is the job for you! This position will serve a Product Owner (PO) in within out digital channel which includes web, mobile app and outbound alerts and notifications. The PO is a subject matter expert for the customer channel/process and will collaborate with the team to deliver enhanced customer experience and drive business value. The PO represents the “voice of the customer” by maintaining and prioritizing the team backlog to ensure the team is working on stories that maximize business value and deliver necessary features and functionality to external customers. This role will work collaboratively within our Customer Digital Channel Strategy team to produce data-driven actions and enhancements that drive transactional excellence and provide superior customer experiences.
ESSENTIAL ACCOUNTABILITIES:
Understands and maintains strategic product vision and roadmap
Works effectively with cross functional teams in a matrix organization
Performs stakeholder identification and analysis
Displays basic understanding of the business and markets including impacts and disrupters
- Understands base level product ownership needs: vision and roadmap creation, product placement and lifecycle
- Strong interpersonal skills including collaboration, negotiation and leadership
Developing change management plan for product
Serves as voice of customer for assigned product
Day to day prioritization of features, incidents and ideas for the assigned products
- Strong communication skills both written and verbal – ability to tailor communication to audience
- Empowered to make day to day product decisions
Responsibility for creation and management of the overall product backlog
Collaborate with other product owners on product information
Develop test plan, coordinate user acceptance testing and participate in release management
- Ability to synthesize business needs to technical solutions
Knowledge and experience with natural language understanding and generation systems
Job Type
Relocation
Minimum Requirements
Functional System Analyst (grade 6)
Associate’s or Bachelor’s degree in Business, IT, Engineering, Math or Statistics (Bachelor’s Degree in Business, IT, Engineering, Math or Statistics Field preferred).
Five (5) Years of Experience with Bachelor’s Degree or, Seven (7) Years of Experience with Associate’s Degree.
Functional System Analyst Senior (grade 7)
Associate’s or Bachelor’s degree in Business, IT, Engineering, Math or Statistics (Bachelor’s Degree in Business, IT, Engineering, Math or Statistics Field preferred).
Eight (8) Years of Experience with Bachelor’s Degree or, Nine (9) Years of Experience with Associate’s Degree.
Additional Requirements:
Demonstrates good listening skills and a sincere understanding of client business needs. Ask questions to clarify understanding. Relates on a personal level; positive friendly and engaging.
Outgoing and comfortable in diverse groups.
Uses Communications Technology (voicemail, e-mail, Internet) effectively balancing with appropriate face-to-face communications.
Able to read reactions of an audience and adjust delivery style to fit the audience.
Able to develop and present business documents and reports clearly, concisely and effectively.
Demonstrate strong training and presentation skills.
Experience with Jira, BotMock, Genesys, Google Dialog Flow and Microsoft Suite a plus.
Data analysis experience. Ability to leverage data query tools for both data query and analysis.
Excellent problem solving and analytical skills
Customer service and call center experience preferred.
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