Lead Analyst, Customer Strategy

About us

Superpowered. Meaningful work. Human impact. A story we're proud to tell. This is what matters to us at National Grid. In a world of complexity and unanswered questions, there is one thing we're certain about: the power of our people. Join us in our goal to deliver 100% fossil-free heat to our customers by 2050!

National Grid is hiring a Customer Strategy, Lead Analyst, in Waltham, MA
This is a Hybrid Role - Must live within a commutable distance to Waltham, MA

Job Purpose

The Customer Strategy Lead, within the Customer Advocacy & Success team, will lead the Massachusetts strategic planning, outreach, and education initiatives that advance affordability and equity across customer programs. This role translates customer insights, regulatory priorities, and organizational objectives into actionable strategies that drive program adoption, inform targeted outreach, and ensure cross-functional alignment. The position also applies change management principles to embed new strategies across the organization, ensuring successful execution and adoption.

Key Accountabilities

• Lead strategic planning for MA vulnerable customers and those living in Environmental Justice Communities (EJCs), developing roadmaps that guide outreach, education, and the adoption of affordability programs.
• Conduct gap analysis to identify unmet customer needs and opportunities for innovation in affordability offerings.
• Ensure alignment with regulatory and state policy priorities, incorporating them into all strategies and communications.
• Collaborate with internal stakeholders (regulatory, marketing, operations, product teams, analytics) to ensure integrated, cross-functional approaches.
• Partners with state agencies, community organizations, and internal teams to advance equitable access to discount programs and services.
• Translate customer segmentation and analytics into outreach strategies, targeted campaigns, and education plans tailored to vulnerable customer populations.
• Apply change management principles to guide adoption of new strategies, ensuring stakeholder alignment and smooth execution.
• Monitor strategy effectiveness and recommend adjustments to continuously improve customer engagement and enrollment outcomes.

Qualifications

• Bachelor’s degree required; master’s in business, public policy, or related field strongly preferred.
• 7+ years of experience in customer strategy, program development, regulatory alignment, or related fields.
• Proven success in leading strategic planning and delivering measurable program impact.
• Expertise in cross-functional collaboration, stakeholder engagement, and change management frameworks (e.g., Prosci’s ADKAR).
• Deep knowledge of low-income and Environmental Justice customer needs and equity-centered program design.
• Strong executive presence with the ability to influence senior leadership and drive organizational adoption of strategies.
• Excellent written and verbal communication skills; experience in regulatory or senior leadership presentations is a plus.

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