Lead Analyst, Customer Experience Architect

The Opportunity

National Grid is hiring a Lead Analyst, Customer Experience Architect, 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

The Customer Experience Architect plays a key role in shaping and executing customer-centric strategies across all channels and segments. This position is responsible for designing seamless end-to-end experiences informed by customer insights derived from research and analytics. 

What You'll Do

•    Utilize a variety of customer experience tools, including journey maps, service blueprints, empathy maps, etc. to articulate and visualize the customer experience, identifying key touchpoints and areas causing friction and frustration. Using insights to design exceptional customer experiences and estimate their potential impact on business outcomes.
•    Collaborate with customer research to deepen understanding of what matters most to customers. Leverage existing data and identify opportunities for new insights to evaluate experiences across channels, and processes. Uncover pain points and highlight gaps between the intended customer experience strategy and the actual customer journey.
•    Monitor and share customer journey analytics across the enterprise to foster insight and alignment. Use data-driven findings to guide stakeholder decision-making, prioritize experience enhancements, optimize customer interactions, and inform strategic experience roadmaps.
•    Design future-state customer experiences by facilitating cross-functional ideation sessions, developing experience maps, and documenting improvement opportunities. This includes assessing capability gaps, identifying required initiatives to bridge those gaps, and validating proposed solutions and experience designs with key stakeholders.
•    Stay informed on emerging industry trends, best practices, and innovations in customer experience. Proactively share relevant insights across the organization to inspire continuous improvement and align strategies with evolving customer expectations.
•    Build and maintain strong relationships with key stakeholders to share best practices, co-create solutions for customer pain points, and drive cohesive, high-impact experiences across channels. Ensure alignment between long-term business strategy and the customer experience roadmap to support sustainable growth and customer satisfaction.

About You

•    Bachelor's degree in Business or Marketing required, Master’s degree a plus
•    5+ years in a professional customer experience role required
•    Self-starter who builds strong partnerships and champions change through compelling business cases with proven ability to influence and collaborate with stakeholders across all levels of the organization required
•    Skilled in conceptualizing strategic initiatives and managing their tactical execution with demonstrated success in implementing work improvement and change initiatives that enhance customer experience required
•    Strong project management capabilities, with experience leading large-scale, complex projects to drive results and deliver strategic outcomes required 
•    Familiarity with agile methodologies and iterative delivery approaches preferred
•    Experience applying design thinking principles and conducting journey mapping sessions to inform solutions required
•    Must be passionate about delivering exceptional customer experiences 
•    Proven track record storytelling to articulate the need for change and gain stakeholder buy-in required
•    Demonstrated proficiency in Microsoft Office software suite required
•    Proficiency with software tools specific to journey mapping preferred
•    Valid driver’s license required

More Information

#LI-AP1 #LI-Hybrid