Customer Segmentation Manager

The Opportunity

National Grid is hiring a Customer Segmentation Manager for our Customer Experience Strategy & Insights team. This hybrid 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

We are seeking a highly analytical and strategic Customer Segmentation Manager to lead the development and optimization of customer segmentation frameworks. This role is critical in driving personalized experiences, targeted marketing efforts, and data-driven decision-making across the organization. You will collaborate cross-functionally with marketing, product, analytics, and customer experience teams to uncover actionable insights and shape customer-first strategies.

What You'll Do

•    Lead a team of strategists and data analysts in analyzing customer data to identify patterns, trends and segments within the customer base, and share actionable insights and recommendations to drive customer experience improvements
•    Accountable for developing overall customer segment strategies for a variety of segments, as well as monitoring and refining those strategies based on performance metrics, feedback and evolving business needs
•    Collaborate across the company to provide input to help design programs and targeted campaigns based on customer segments, inclusive of departments such as product & service development, contact centers, brand and marketing communications, strategic planning, and regulatory 
•    Develop and lead a Communities of Practice group to bring together internal stakeholders across the US business to help solve business challenges and design effective segmentation strategies
•    Present strategies, findings and recommendations to executives and internal stakeholders in a clear and actionable manner while managing a large volume of research projects 
•    Lead various projects as needed in support of improving customer experience and advancing the internal customer-first culture, while being an in-house expert on industry trends and best practices in customer segmentation and data analysis

About You

•    BS in business related field and 5+ years of experience as a business leader managing a team or leading cross functional work. Advance degree in Product Segmentation or Management preferred
•    Hands-on experience in developing and executing segment plans with strong value propositions to drive customer awareness and increase utilization required

•    Proven consultative skills, such as effectively using data analytics to tell a story, comfortable presenting to business leaders, and clearly and compellingly guiding strategic discussions required
•    Excellent verbal & written communication skills as well as problem solving, quantitative and analytical skills required
•    Ability to work collaboratively in a team environment and manage multiple projects simultaneously required
•    Experience with data visualization tools (e.g. Power BI) preferred
•    Valid driver’s license required

More Information

#LI-AP1 #LI-Hybrid