Lead Analyst, Voice of the Customer
Waltham, MA, US, 02451
The Opportunity
National Grid is hiring a Lead Analyst, Voice of the Customer, 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
Balancing the management of ongoing market research tracking studies with ad hoc research, this seasoned, analytically driven, and consultative market research professional will uncover client needs and translate to a study’s design, and deliver actionable, relatable insights to business leaders. The Lead Analyst will play a role in informing the future direction of the Voice of Customer team, including how data is collected, analyzed, and reported.
What You'll Do
• Be a proactive business partner, identifying relevant research and sharing actionable insights and recommendations to drive a customer-first cultural mindset and customer experience improvements
• Manage entire primary market research process including managing vendor, designing survey in partnership with internal clients, conducting data analysis, preparing report, and delivering presentation of results
• Lead capture of customer feedback to inform stakeholders across the company, including product & service development, contact centers, brand and marketing communications, strategic planning, and regulatory
• Manage a complex research program and/or a large volume of research projects in an evolving environment with a diverse set of stakeholders
• Provide detailed data analysis of customer experiences, attitudes and preferences and explain in everyday terms. Be an industry expert providing market insight into best-practices, peer utilities, and consumer trends
• Work collaboratively with data scientists to determine approach to advanced data analytics and large data sets. Partner with Customer Experience Architects to assist with journey map inputs, learnings, and analysis of customer pain points and opportunities
About You
• Bachelor's degree preferred in a science or business field; will consider candidates with 7+ years of relevant professional experience in place of a degree
• Master’s degree is a plus
• 7+ years’ experience in a marketing research role required
• Comprehensive understanding of quantitative and qualitative research methodologies and best practices for writing surveys, conducting analysis, and reporting results
• Proficient with advanced market research methodologies: Conjoint, Tradeoff, Segmentation, and Regression
• 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
• Capable of highly detail-oriented and investigative research as well as strong project management skills, with a demonstrated ability to make complex ideas clear and easy to understand
• Experience with market research-related software such as SPSS, Qualtrics, PowerBI a plus
• Valid driver’s license required
More Information
Salary
$123,000 - $145,000 a year
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 utilizes an assessment that evaluates the job qualifications/characteristics using AI or statistically based scoring. For more information, please view NYC Local Law 144.
National Grid is an equal opportunity employer that values a broad diversity of talent, knowledge, experience and expertise. We foster a culture of inclusion that drives employee engagement to deliver superior performance to the communities we serve. National Grid is proud to be an affirmative action employer. We encourage minorities, women, individuals with disabilities and protected veterans to join the National Grid team.
Nearest Major Market: Waltham
Nearest Secondary Market: Boston