Customer Lifecycle Functional Senior Analyst
Customer Lifecycle Functional Senior Analyst
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Job Description
About us
Superpowered. Meaningful work. Human impact. A story were proud to tell. This is what matters to us at National a world of complexity and unanswered questions there is one thing were certain about: the power of our people. Join us in our goal to deliver 100% fossil-free heat to our customers by 2050!
National Grid is hiring a Customer Lifecycle Functional Senior Analyst in Waltham MA
This is a Hybrid Role - Must live within a commutable distance to our Waltham MA locations
Job Purpose
The Customer Lifecycle Functional Analyst is responsible for the design implementation and optimization of the customer enrollment and front-office processes within the Kraken Transformation Program. This role ensures alignment between business requirements process standardization and system capabilities driving operational efficiency and improvements in customer experience.
This position will work closely with business stakeholders technology teams and program leadership to ensure that customer onboarding account management move-in/move-out transfers service requests payment plans and customer engagement strategies are optimized and effectively implemented within Kraken.
Key Accountabilities
- Contributes to business decision-making by analyzing data and ensuring solution requirements are met during deployment.
- Supports timely and informed business decisions through research and reporting.
- Participates in business standardization activities across jurisdictions contributing to detailed process design aligned with software capabilities.
- Supports business process redesign efforts and provides input to change management and operational readiness planning.
- Assists in evaluating the regulatory impact of process changes and helps prioritize related activities.
- Contributes as a key member of a cross-functional team of analysts providing expertise and support to drive successful project outcomes.
- Collaborates effectively to analyze processes identify improvement opportunities and implement solutions that enhance operational efficiency and customer satisfaction.
- Provides production support throughout the program lifecycle leading up to service introduction.
- Contributes to process design and supports the development of functional requirements.
- Executes project deliverables to ensure timely completion proactively identifying potential delays and coordinating with stakeholders to meet deadlines
Qualifications
Required:
- Three (3 years) of experience supporting data-driven decision-making through analysis with a strong focus on business processes training development and customer insights.
- Preferred experience working with functional teams in large-scale programs.
- Ability to network internally and externally to develop successful long-lasting supportive relationships/partnerships with others and seek understanding and challenge business scenarios
- Basic knowledge of customer interaction protocols
- Familiarity with regulatory compliance and customer service obligations in utility operations.
- Ability to drive business decision-making and regulatory coordination.
- Demonstrated ability to manage stakeholder communication at all levels including C-suite executives IT Operations and Regulatory Agencies.
- Travel throughout Massachusetts and occasional travel outside of Massachusetts (mainly to New York) will be required A valid drivers license with a safe driving history that meets National Grids Safe Driver policy is required
Additional valued experiences:
- Utility industry
- Experience with agile methodologies and lean principles
- Experience in customer journey mapping and process optimization
- Experience working with self-service and customer engagement platforms
More Information
Salary
$103000 - $121000 a year
Salary commensurate with location and experience
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 utilizes an assessment that evaluates the job qualifications/characteristics using AI or statistically based scoring. For more information please view NYC Local Law 144.
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.
Required Experience:
Senior IC
Employment Type
Full Time
