Senior Analyst, Customer Contact

natgridProd • New York, NY

22h • Hybrid

About The Position

The OpportunityNational Grid is hiring a Senior Analyst, Customer Contact for the Office of the President. This position can be based in either Massachusetts, Upstate or Downstate NY. This is a Hybrid Role - Must live within a commutable distance to one of our locations.

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 RoleThe Analyst will play a critical role in ensuring timely and effective tracking of performance and complaint resolutions to mitigate regulatory and financial risks.

Requirements

• High school diploma or equivalent required
• 3+ years of analytical or customer service experience required.
• Valid driver’s license required

Nice To Haves

• Bachelor’s degree preferred
• Experience with process management and improvements preferred
• Proficiency in Excel, Word, Power BI, PowerPoint, and SharePoint preferred
• LEAN Six Sigma Yellow Belt or higher preferred
• Understanding of gas/electric utility operations and regulatory metrics preferred

Responsibilities

• Manage an active complaint portfolio and maintain open communication with key stakeholders
• Develop a structured process for informing customers and teams of complaint status, timelines, and resolutions
• Support region-specific needs related to escalated cases and service quality
• Partner with legal and corporate affairs to adhere to procedures and proceedings as it pertains to customer settlements and contract strategies
• Conduct root cause analysis and contribute to improvement initiatives
• Participate in regulatory discussions and reporting as needed
• Lead and support project teams

Benefits

• 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.
• 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 committed to providing equal employment opportunities to all employees and applicants for employment regardless of protected class. We do not discriminate on the basis of race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age, disability, genetic information, or any other protected status in accordance with applicable federal, state, and local laws. National Grid maintains affirmative action programs for individuals with disabilities and protected veterans.
• Our employment practices are designed to ensure that all individuals are treated fairly and with respect throughout the hiring process and during employment. National Grid complies with all applicable federal, state, and local anti-discrimination laws. We are dedicated to fostering a workplace that is free from unlawful discrimination and harassment, and we encourage a culture of respect for all.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: High school or GED