Senior Director Customer AI

Company Summary Statement

As one of the largest investor-owned utility companies in the United States, PPL Corporation (NYSE: PPL), is committed to creating long-term, sustainable value for our 3.5 million customers, our shareowners and the communities we serve. Our high-performing regulated utilities — PPL Electric Utilities, Louisville Gas and Electric, Kentucky Utilities and Rhode Island Energy — provide an outstanding experience for our customers, consistently ranking among the best utilities in the nation. PPL’s companies are also addressing challenges head-on by investing in new infrastructure and technology that is creating a smarter, more reliable and resilient energy grid. We are committed to doing our part to advance a cleaner energy future and drive innovation that enables us to achieve net-zero carbon emissions by 2050 while maintaining energy reliability and affordability for the customers and communities we serve. PPL is a positive force in the cities and towns where we do business, providing support for programs and organizations that empower the success of future generations by helping to build and maintain strong, diverse communities today.

Overview

PLEASE NOTE: this role is hybrid on-site with working locations in Allentown, PA; Louisville, KY or Providence, RI LI-Hy #INDPPL

Company Summary Statement:

As one of the largest investor-owned utility companies in the United States, PPL Corporation (NYSE: PPL), is committed to creating long-term, sustainable value for our 35 million customers, our shareowners and the communities we serve Our high-performing regulated utilities — PPL Electric Utilities, Louisville Gas and Electric, Kentucky Utilities and Rhode Island Energy — provide an outstanding experience for our customers, consistently ranking among the best utilities in the nation PPL’s companies are also addressing challenges head-on by investing in new infrastructure and technology that is creating a smarter, more reliable and resilient energy grid We are committed to doing our part to advance a cleaner energy future and drive innovation that enables us to achieve net-zero carbon emissions by 2050 while maintaining energy reliability and affordability for the customers and communities we serve PPL is a positive force in the cities and towns where we do business, providing support for programs and organizations that empower the success of future generations by helping to build and maintain strong, diverse communities today.

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
  
  
  

Remote Work

The company reserves the right to determine if this position will be assigned to work on-site, remotely, or a combination of both Assigned work location may change In the case of remote work, physical presence in the office/on-site may be required to engage in face-to-face interaction and coordination of work among direct reports and co-workers

Equal Employment Opportunity

Our company is an equal opportunity, affirmative action employer dedicated to diversity and the strength it brings to the workplace All qualified applicants will receive consideration for employment without regard to race, color, age, religion, sex, national origin, protected veteran status, sexual orientation, gender identify, genetic information, disability status, or any other protected characteristic