Manager, Voice of the Customer

The Opportunity

National Grid is hiring a Manager, Voice of the Customer, for our Customer Experience Strategy & Insights team. This 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 Manager will lead a dynamic team of Voice of the Customer analysts—integrating insights across the organization to foster a shared understanding of customer needs, pain points, and opportunities. The Voice of Customer team works closely with leadership within the National Grid US to inform strategic decision-making and is responsible for trend and scenario analysis, strategic data and information, and other customer data analytics in support of strategic planning and execution for the US business segments.

What You'll Do

•    Lead a team of research and insights professionals to develop and nurture an in-depth understanding of National Grid’s customers’ perceptions, preferences and behaviors
•    Shape and manage customer sentiment and voice-of-customer programs, including survey design, vendor management, and feedback analysis, ensuring insights are accessible, actionable, and drive measurable improvements
•    Deliver compelling insight reports and executive briefings that clearly communicate customer sentiment, trends, and opportunities
•    In collaboration with other internal teams, bring to light issues and opportunities, and recommend actions that should be implemented to optimize initiatives
•    Support broader strategic initiatives, such as propensity modeling, journey mapping, segmentation and other efforts in support of building a customer-first culture
•    Develop, analyze, report on and champion key performance indicators (KPIs) to measure customer satisfaction and customer experience
•    Look for opportunities to incorporate learnings from external sources to strengthen recommendations, including industry research, best practices, peer utility sharing, etc.
•    Manage $3 million annual research budget 

About You

•    High school diploma or GED required, Bachelor's degree preferred
•    5+ years of experience in business, strategic planning, market research, analytics and data science, or related discipline preferred
•    5+ years of work experience in qualitative and quantitative research required
•    Knowledge of technology platforms supporting analytics and research (e.g. Qualtrics, Medallia, Calabrio) required
•    Solid executive presence and business acumen to be able to present and defend research design thoughts and key milestones to peers & executive level stakeholders required
•    Proven ability to build an independent opinion of customer needs, problems and/or opportunities and design appropriate solutions required
•    Demonstrated ability to make complex ideas or situations clear, simple and easy to understand required
•    Valid driver’s license required

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