Description
Overview:
The Sr. Director, Head of Customer AI, will lead strategic initiatives to leverage AI/GenAI, Data Science, and Advanced Analytics to drive customer experience transformation, business growth, and operational efficiency. This role will be integral in developing and implementing enterprise-wide AI/GenAI and advanced analytics solutions to deliver actionable customer insights, improve customer satisfaction, and optimize operational performance across PPL.
Responsibilities
- Strategic Leadership: Define and execute a comprehensive strategy for AI/GenAI, data science, and advanced analytics that aligns with business goals, enhances customer experience, and supports the enterprise data strategy.
- AI for Customer Experience: Collaborate closely with Customer Experience business teams, to identify opportunities for AI-driven enhancements to customer journeys. Leverage AI capabilities to personalize customer interactions, optimize service delivery, and improve overall customer satisfaction.
- Advanced Analytics & Model Development: Lead the design and deployment of advanced analytical models, including clustering, segmentation, and predictive algorithms, to address complex business challenges, improve customer segmentation, and enhance targeting strategies.
- AI/GenAI Roadmap Development: Create and manage a strategic roadmap for AI/GenAI initiatives, overseeing the full lifecycle from model development to deployment, optimization, and continuous improvement of AI solutions.
- Cross-Functional Collaboration: Foster strong partnerships with business stakeholders to identify opportunities where AI/GenAI can drive value. Work with product, design, and customer success teams to integrate advanced analytics into business workflows and enhance customer experience.
- Team Leadership: Lead and mentor a high-performing Data Science and Analytics team, providing guidance on technical approaches and ensuring alignment with business objectives. Cultivate a culture of innovation and continuous learning.
- Data Visualization & Business Intelligence: Lead the creation of data visualization strategies that simplify complex insights for business teams, using AI-driven tools to create compelling narratives that drive action and track performance against key business KPIs.
- Responsible AI Leadership: Champion responsible AI principles by ensuring transparency, fairness, and accountability in all AI-driven processes. Advocate for ethical AI development and decision-making to drive trust and alignment with company values.
- Business Impact & ROI: Ensure that AI initiatives deliver measurable business outcomes, including increased customer satisfaction, operational efficiency, and revenue growth. Provide regular updates to leadership on AI-driven achievements, including ROI and key business impact metrics.
- Executive Reporting & Stakeholder Communication: Regularly share the business value and impact of AI initiatives with senior leadership through Monthly Business Reviews (MBRs) and other forums. Ensure that the outcomes of AI efforts are clearly communicated in terms of both short-term and long-term value to the business.
- Reporting Structure
- This role reports into the Head of Data & AI.
Qualifications
Education:
- Candidates should have a Bachelor's degree in Computer Science, Engineering or related field; Master's degree preferred but not required or equivalent professional experience. We value a combination of education, skills, and practical experience, and encourage applicants with a proven track record in Technology to apply, regardless of formal educational background.
Experience:
- Over 15 years of experience in data science and advanced analytics, including substantial time in leadership positions.
- Demonstrated experience in senior leadership roles such as Director of Data Science, VP of Data Science, or Chief Data Scientist
- Good understanding of emerging trends related to data, AI, Gen AI
- Experience managing large, diverse teams and leading complex data science projects.
- Deep understanding of statistical modeling, machine learning, data mining, and big data technologies (e.g., Hadoop, Spark) Proficiency in programming languages such as Python, R
- Proven ability to develop and execute data science strategies that align with business objectives and drive data-driven decision-making.
- Effective communication and collaboration skills with technical and non-technical stakeholders
- Ability to adapt to modern technologies and methodologies.
- Ability to align IT transformation initiatives with the overall business strategy.
Preferred Qualifications:
- Certifications related to AI and machine learning.
- Utilities industry experience
Contact
PPL Corporation
Two N Ninth St
Allentown
Pennsylvania United States
www.pplweb.com
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