Senior Analyst (Process and Performance Improvement), Continuous Improvement

natgridProd • Webster, MA

21h • $103,000 - $121,000

About The Position

National Grid is hiring a Senior Analyst (process and performance improvement) for our Customer Contact Center in Northboro, 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 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 ourselves and our business. Job Purpose

The
Senior Analyst
is
a
key role within the US Customer Service Team (NE or NY). The
Senior Analyst will support Customer Service
Vendor
Management efforts with data and analytics
relative
to Customer Service Performance Metrics and budgets.

Forward-looking in nature, this role must be capable of working independently with other departments, including our third party vendors, and interacting with all levels of the organization to support strategic customer service and digital experience initiatives, enable team capabilities, lead projects, and identify and promote data-driven innovations to deliver long-term value.

Requirements

• Familiarity with contact center technologies and experience compiling multiple data sets for analysis.
• High proficiency with PowerPoint, Excel, and data extraction from multiple sources, including Power BI.
• Ability to work with field and operational technologies to root-cause process gaps
• Demonstrate effective communications, engagement and change management skills.
• Ability to complete tasks and manage process improvement initiatives on time
• Highly analytical; able to draw conclusions and identify opportunities from disparate data.
• Ability to identify complex problems, analyze root causes, test, and implement solutions.
• Strong research, problem-solving and data interpretation skills.
• Results-oriented with proven track record of meeting deadlines.
• Ability to lead cross-functional project teams
• Influencer within the organization with ability to push for continuous improvement.
• Bachelor's degree preferred; Minimum 2 years analytics and process improvement experience.
• Customer Service Contact Center knowledge a plus.
• Experience with Power BI, databases, Excel, and PowerPoint is required; project planning software is preferred.
• Lean Six Sigma knowledge preferred; sense of humor required.

Nice To Haves

• MS, MBA, or advanced degree
• Strong collaboration skills

Responsibilities

• Reporting to the Manager of Vendor Performance, support the contact center leadership team with current and future business needs, applying forward-thinking skills to support long term operational strategies. Strong conceptual, operational, and strategic skills with demonstrated independence managing workstream projects across a matrixed organization, leading improvement efforts for contact center management, and improving customer support experience.
• Act as liaison between key departments across Customer, NGRID, the Call Center team and Third-Party Vendors including but not limited to Workforce Management, Digital, Process and Performance, Change Management, CDP, CMS, Dispatch.
• Assist contact center leaders with routine reporting needs, including but not limited to, reviewing calls and analytics, for root cause analysis and KPI results to establish action plans for Continuous Improvement and troubleshoot KPIs with off-track performance.
• Leverage Process Excellence principles to ensure continuous improvement opportunities are identified. Lead project teams to drive improvement initiatives, prepare detailed action plans, and complete initiatives on schedule.
• Work to establish controls to ensure accurate trend reporting for attrition across the Vendor Call Center.
• Develop expertise of market drivers; build robust predictive models; benchmark with other energy providers to assess best industry practices to improve quality and customer experience.
• Lead Call Center efforts to update Third Party Vendor BCP plans, compliance controls, and regulatory requirements as needed.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level