Senior Analyst, Community and Customer Engagement

About us

National Grid is hiring a Senior Analyst, Community/Customer Engagement for our Customer Innovation group. This position can be based in Syracuse, Albany, or Buffalo, 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.

Best of all, our people say they are proud to work for National Grid and that it is a great place to work. They know what they do matters for society, and they can make a difference. We have a strong focus on personal development, wellbeing, inclusion and belonging. And it's not all workwe have fun with, care for, and look out for each other whilst forming strong friendships and affinities through active social networks & employee resource groups.

Job Purpose

The Senior Analyst, Customer and Community Engagement is a key member of the Advanced Metering Infrastructure (AMI) team that develops and manages customer communication and strategy in support of a clean, fair, and affordable energy future for our customers. We are seeking an experienced Customer and Community Engagement Analyst to support our ongoing customer and community engagement efforts, develop and execute community events that will provide outreach and education for our customers in Massachusetts, support program awareness and adoption, and conduct opt-out analysis in support of our Advanced Metering Infrastructure objectives. This position provides an exciting opportunity to shape the energy transition by engaging with our customers on a regular basis, meeting and educating community leaders as well as internal and external stakeholders, and work to promote advancing technology in our region while further developing expertise, leadership, and external engagement skills.

Key Accountabilities

Identify opportunities and develop strategies to advance adoption of the AMI program and our net zero ambition, including:

• Strategic collaboration with other teams in various areas; jurisdictional Customer & Community teams, Customer Insights, Brand and Marketing, Market Intelligence, Regulatory Strategy, Customer Contact Center, and other departments charged with the innovation of our energy grid and providing education and awareness to our customers
• Develop relationships with key leaders and members of the communities in which we serve
• Work with AMI teams on deployment mapping, and schedule communications that are aligned with deployment schedules
• Support educational content and awareness, directly and indirectly, to customers and stakeholders
• Work on segmentation to ensure our most vulnerable customers and communities are not only seen and heard, but educated and aware of the benefits of the smart meter program
• Strategize on marketing plans, content maintenance, and how we can remain agile throughout deployment
• Keep a steady pulse on the "Voice of Customer" and provide strategic oversight and direction in response to customer feedback
• Work to deliver and support innovative customer and community engagement plans
• Identify opportunities for community engagement; support and manage logistics, budgets, spending, and on-site interaction with customers
• Develop internal communications aligned with AMI's strategic priorities and sharing with key stakeholders on a weekly basis
• Update key stakeholders of the program on current and future (roadmap) activities and engagement opportunities
• Lead analysis of emerging trends and evaluating impacts of customer feedback to the overall program objectives, customers, operations, and financials (across electric distribution, electric transmission, and gas distribution)

Supervisory/Interpersonal- Experience Required

• Stakeholder management.
• Strong oral and written communications skills

Qualifications

• Undergraduate degree or similar is required, such as in Communications, Public Policy, Economics, Environmental Science, Business, etc.
• Must have a clean, valid state driver's license.
• Experience leading analyses is required (intermediate Excel).
• Familiarity with utility regulatory and customer practices and issues is preferred.
• Success working independently, handling multiple tasks, and determining priorities in a team environment balanced by an ability to collaborate effectively and translate smoothly across multiple disciplines or functional groups.

More Information

Salary

$78,000 - $92,000 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.