Customer Lifecycle Functional Senior Analyst

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National Grid is hiring a Customer Lifecycle Functional Senior Analyst in Waltham, MA

This is a Hybrid Role - Must live within a commutable distance to our Waltham, MA locations

Job Purpose

The Customer Lifecycle Functional Analyst is responsible for the design, implementation and optimization of the customer enrollment and front-office processes within the Kraken Transformation Program. This role ensures alignment between business requirements, process standardization, and system capabilities, driving operational efficiency and improvements in customer experience.

This position will work closely with business stakeholders, technology teams, and program leadership to ensure that customer onboarding, account management, move-in/move-out, transfers, service requests, payment plans, and customer engagement strategies are optimized and effectively implemented within Kraken.

Key Accountabilities

• Contributes to business decision-making by analyzing data and ensuring solution requirements are met during deployment.
• Supports timely and informed business decisions through research and reporting.
• Participates in business standardization activities across jurisdictions, contributing to detailed process design aligned with software capabilities.
• Supports business process redesign efforts and provides input to change management and operational readiness planning.
• Assists in evaluating the regulatory impact of process changes and helps prioritize related activities.
• Contributes as a key member of a cross-functional team of analysts, providing expertise and support to drive successful project outcomes.
• Collaborates effectively to analyze processes, identify improvement opportunities, and implement solutions that enhance operational efficiency and customer satisfaction.
• Provides production support throughout the program lifecycle, leading up to service introduction.
• Contributes to process design and supports the development of functional requirements.
• Executes project deliverables to ensure timely completion, proactively identifying potential delays and coordinating with stakeholders to meet deadlines

Qualifications

Required:

• Three (3 + years) of experience supporting data-driven decision-making through analysis, with a strong focus on business processes, training development, and customer insights.
• Preferred experience working with functional teams in large-scale programs.
• Ability to network internally and externally to develop successful, long-lasting, supportive relationships/partnerships with others and seek understanding and challenge business scenarios
• Basic knowledge of customer interaction protocols
• Familiarity with regulatory compliance and customer service obligations in utility operations.
• Ability to drive business decision-making and regulatory coordination.
• Demonstrated ability to manage stakeholder communication at all levels, including C-suite executives, IT, Operations, and Regulatory Agencies.
• Travel throughout Massachusetts and occasional travel outside of Massachusetts (mainly to New York) will be required A valid driver’s license with a safe driving history that meets National Grid’s Safe Driver policy is required

Additional valued experiences:

• Utility industry
• Experience with agile methodologies and lean principles
• Experience in customer journey mapping and process optimization
• Experience working with self-service and customer engagement platforms

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