Lead Analyst, Customer Experience Business Partner and Project Management

Company: National Grid USA
Location: Saddle Brook
Posted on: March 17, 2023

Job Description:

About us National Grid is hiring a Lead Analyst, Customer Experience Partner and Project Management for our Customer Experience department. -This position can be located in Waltham, MA; Brooklyn, NY; Northboro MA; Albany, NY or Syracuse, NY.
- Every day we deliver safe and secure energy to homes, communities, and businesses. We are there when people need us the most. We connect people to the energy they need for the lives they live. The pace of change in society and our industry is accelerating and our expertise and track record puts us in an unparalleled position to shape the sustainable future of our industry.
To be successful we must anticipate the needs of our customers, reducing the cost of energy delivery today and pioneering the flexible energy systems of tomorrow. This requires us to deliver on our promises and always look for new opportunities to grow, both ourselves and our business. Job Purpose The successful candidate will be responsible for guiding the execution and benefits realization of the Customer Experience roadmap for the Customer Strategy & Growth organization. The right candidate will be able to effectively build/leverage relationships with executives and develop effective presentations. -The candidate will demonstrate the ability to lead informally and work with managers to drive results and deliverables. - The role requires effective collaboration, influencing, visioning that bridges strategy, detailed planning, and disciplined execution. In addition, the successful candidate will project manage the execution of customer experience improvements, as well as immediate customer response scenarios. -
- Key Accountabilities Position Responsibilities (including but not limited to):

• Presents to a variety of employee groups, including senior executives on customer strategy initiatives and key metrics
• Partners with internal stakeholders across the business to advance customer centricity and ensures customer-minded metrics are included in various business strategies, scorecards, and success tracking.
• Configures, monitors, and socializes customer journey analytics across enterprise. Utilizes findings to influence key decisions with stakeholders to prioritize enhancements and optimize interactions across the customer experience.
• Coordinates the communication and dissemination of plans to the organization
• Project manages various initiatives on behalf of improving the customer experience and customer centricity
• Manages immediate customer response activities by creating internal alignment amongst stakeholders, leading meetings to gain consensus and think through issues, project managing, action tracking and archiving
• Results orientation and the ability to work effectively with little direction and with ambiguity
• Builds relationships and is a credible influencer -
• Develops effective presentations and effective story tells -
• Synthesizes large amounts of data and information and draws out the important conclusions/stories
• Tracks project and initiative progress against plan Qualifications
  • Bachelor's Degree in Business, Management, Communications, or related field, with a minimum of 5 years of progressive experience as a Project Manager or Senior Business Analyst -
  • Experience developing presentations and presenting to executives -
  • Experience innovating and building buy-in for change
  • Experience project managing -
  • Experience delivering results through others
  • Experience collaborating, building strategic relationships, and influencing change Preferred Qualifications
    • Utility or highly regulated industry - Additional Requirements
      • Ability to work extended hours, ability to travel as needed, and ability to support emergency response - Skills
        • Project management
        • Visioning, strategic thinking, and innovation
        • Listening and interpreting -
        • Relationship building and collaboration.
        • Executive presence
        • Developing presentations
        • Maintain confidentiality. More Information #LI - Hybrid #LI - STR1 Salary Downstate NY: $128,000 - $151,000 a year NE: $119,000 - $140,000 a year Upstate NY: $107,000 - $126,000 a year - This position has a career path which provides for advancement opportunities within and across bands as you develop and evolve in the position; gaining experience, expertise and acquiring and applying technical skills. Candidates will be assessed and provided offers against the minimum qualifications of this role and their individual experience. National Grid is an equal opportunity employer that values a broad diversity of talent, knowledge, experience and expertise. ---We foster a culture of inclusion that drives employee engagement to deliver superior performance to the communities we serve. ---National Grid is proud to be an affirmative action employer. We encourage minorities, women, individuals with disabilities and protected veterans to join the National Grid team.

Keywords: National Grid USA, Clifton , Lead Analyst, Customer Experience Business Partner and Project Management, Professions , Saddle Brook, New Jersey