The Opportunity
National Grid is hiring a Manager, Customer Experience Strategy, for our Customer Experience Strategy & Insights team. This position can be located in NY or MA.
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.
The Role
The Manager will be responsible for enhancing the overall customer experience by developing and implementing strategies that improve customer satisfaction and loyalty. This role involves collaborating with various departments to ensure a seamless and positive experience for our customers throughout their journey with National Grid.
What You'll Do
* Assist in developing a long-term, enterprise-wide customer experience strategy that drives transformational change and aligns with National Grid's mission and customer-first approach
* Champion a customer-first culture by embedding customer insights into business decisions, fostering shared ownership of the customer experience across all levels of the organization
* Identify opportunities for improving customer interactions and satisfaction across all touchpoints, managing the development of comprehensive customer journey maps and a suite customer experience tools to identify pain points, opportunities, and key interactions throughout the customer lifecycle
* Work closely with marketing, operations, customer service and product development teams to ensure consistent and positive customer experiences
* Collaborate with senior leaders to influence and support the execution of CX improvement programs across business units
* Deliver compelling insight reports and executive briefings that clearly communicate customer sentiment, trends, and opportunities; influence senior leadership with data-driven recommendations that shape strategic priorities and decisions
* Inspire and lead a high-performing team of CX architects, cultivating a culture of innovation, collaboration, and continuous improvement
About You
* Bachelor's degree in Business Administration, Marketing, or a related field required; Master's degree preferred
* 5+ years of experience in customer experience management or a related field such as user experience or market research required
* Strong analytical skills with the ability to interpret data and make data-driven decisions required
* Proven ability to lead cross-functional teams and drive change required
* Strong problem-solving skills and a customer-focused mindset required
* Demonstrated ability to make complex ideas or situations clear, simple and easy to understand required
* Valid driver's license required
More Information
Salary
Upstate NY: $122,000 - $144,000
Downstate NY: $147,000 - $173,000 a year
MA: $138,000 - $162,000
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.