Lead Change Manager

About us

National Grid is hiring a Lead Change Manager for our Customer Process and Change department. This position can be located in New York or Massachusetts. 

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

Job Purpose

The Lead Change Manager is responsible for leading and embedding change management and training strategies across the process improvement portfolio and helping drive transformation across our customer operations, with a strong focus on the Meter to Cash value stream. This role ensures that people‑side change is thoughtfully planned and executed alongside process and performance improvements to drive sustainable adoption, capability uplift, and measurable business outcomes.

Working in close partnership with process improvement managers, performance managers, operational leaders, and stakeholders, the Lead Change Manager shapes change strategies, engages leaders and employees, and ensures employees are prepared, enabled, and supported to adopt new ways of working.

Key Accountabilities

Change Strategy & Planning

• Develop and lead integrated change management strategies that include communications, engagement, and training approaches aligned to process improvement initiatives
• Define the case for change, success measures, and adoption metrics for complex and cross‑functional initiatives

Stakeholder Engagement & Leadership Enablement

• Partner with senior leaders, process owners, and sponsors to strengthen leadership ownership of change and learning and drive visible leadership commitment and effective sponsorship
• Equip leaders with the tools, messages, and coaching needed to support teams through change
• Coach leaders on reinforcing new skills, behaviors, and performance expectations post-implementation

Communications & Engagement

• Design and execute targeted communication and engagement plans that build awareness, alignment, and readiness across impacted teams
• Ensure messages are clear, consistent, and tailored to different audiences and change impacts and reinforces both what is changing and how people will be supported to learn and adopt

Training & Capability Enablement

• Lead the development of change‑aligned training strategies that support new processes, tools, and ways of working
• Partner with process improvement leads, SMEs, and learning teams to define training needs, learning objectives, and delivery approaches (e.g., role‑based training, job aids, walkthroughs)
• Define reinforcement and retraining approaches based on adoption metrics, feedback, and performance outcomes

Change Impact & Readiness Management

• Conduct change impact assessments and readiness evaluations across people, process, technology, and ways of working
• Identify areas of resistance and proactively define mitigation strategies to support successful adoption

Embedding & Sustainment

• Ensure new processes and capabilities are embedded through performance measures, ongoing learning, feedback loops, and continuous improvement

• Support the transition of ownership to the business for sustained execution and skill development

Standards, Capability & Governance

• Establish and maintain consistent change management standards, tools, and templates across the Process Improvement team

• Coach and mentor change practitioners, process managers, and project teams to strengthen change capability

• Contribute to the development of enterprise change and learning practices, including Communities of Practice or a Change Management Office

Qualifications

Required

• Bachelor’s degree in Business, Organizational Development, Change Management, or a related field, or 10 years of equivalent experience required. 
• At least 5 years in relevant field required. 
• Demonstrated experience leading change initiatives that include training and capability development for process improvements
• Strong understanding of change management methodologies and frameworks (e.g., Prosci/ADKAR or equivalent)
• Strong analytical skills with the ability to measure adoption, readiness, and change outcomes
• Experience measuring adoption, proficiency, and capability outcomes post‑implementation
• Proven ability to influence, engage, and partner with senior leaders and cross‑functional stakeholders
• Excellent communication, facilitation, and stakeholder management skills
• valid driver’s license with a safe driving history that meets National Grid’s Safe Driver policy required 

Preferred

• Experience working within Process Improvement, Continuous Improvement, Lean, or Operational Excellence teams
• Change management certification (e.g., Prosci, ACMP, or equivalent)
• Familiarity with Agile or hybrid delivery environments supporting business change
• Utility industry experience strongly preferred

More Information

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