Senior Analyst, AMI Customer & Community Engagement

As part of National Grid's continued commitment to safety, all new hires must be fully vaccinated against COVID-19. Anyone unable to be vaccinated, either because of a sincerely held religious belief or medical reason can request a reasonable accommodation.

About us

National Grid is hiring a Senior Analyst, Customer Insights for our AMI - Customer and Community Engagement department in Waltham, MA 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 put 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 Sr Customer Insights Analyst will work to create an exceptional experience for customers receiving smart meters through the company's AMI (Advanced Metering Infrastructure) deployment, first in New York jurisdiction and then in Massachusetts.

This role will work collaboratively across the organization with teams such as marketing, market intelligence, web presentment, and external vendors to ensure that internal processes are aligned and that there is one cohesive customer experience.

This role will be integral to successfully executing on the AMI customer engagement plan to educate and bring awareness of AMI to customers, and ultimately enable customers to make more informed choices about their energy usage as we move to a cleaner energy future.

Key Accountabilities

Position Responsibilities (including but not limited to):

• Develops an understanding of customer needs and priorities, including differences that may exist among segments of customers
• Applies critical thinking through insight gained via internal/external research, analysis, and best practices to creatively design solutions that meet or exceed customer expectations
• Bring the customer views and needs to the design and requirements phase of the AMI program. Ensure that the solution will deliver the expected customer experience defined in the regulatory proceeding
• Provide input on development of content to be utilized in all customer surveying and communications
• Coordinate and oversee customer survey required for Awareness phase of program. Interpret insights from research and surveys and translate into actionable items.
• Coordinate and develop the AMI/Smart Meter website for customer information (e.g., FAQs) and deployment maps.
• Coordinate and tailor community events that will aid in maximizing awareness and complement engagement plan, with focus on customer populations that have historically been harder to reach or have additional needs (e.g., income eligible, non-English speakers)
• Define technical criteria and develop processes to track customer touchpoints in order to facilitate deployment, mitigate customer issues, and aid in regulatory reporting requirements

Qualifications

• Bachelor's degree or 3+ years of related work experience in Project Management or Marketing experience
• Knowledge of the Electric, Energy Technology, Energy Efficiency program or Gas Operations industry preferred
• PMP Certification - PMI preferred
• Effective at working in highly matrixed organizations.
• Ability to develop creative and innovative methods of engaging customers.
• Ability to communicate complex information in simple, easy-to-understand ways.
• Experience delivering customer phasing element of large programs.
• Proficient in relevant software e.g. Microsoft Office products (Excel, Word, PowerPoint).
• Strong oral and written communication skills
• Valid driver's license required

More Information

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Salary

Upstate NY: $82,000 - $116,000 a year

NE: $92,000 - $130,000 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.