Manager, Customer Segmentation

About us

National Grid is hiring a Customer Segmentation Manager, 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.

Job Purpose

We are seeking a highly analytical and strategic Customer Segmentation Manager to lead the development and optimization of customer segmentation frameworks. This role is critical in driving personalized experiences, targeted marketing efforts, and data-driven decision-making across the organization. You will collaborate cross-functionally with marketing, product, analytics, and customer experience teams to uncover actionable insights and shape customer-first strategies.

Key Accountabilities

• Lead a team of strategists and data analysts in analyzing customer data to identify patterns, trends and segments within the customer base, and share actionable insights and recommendations to drive customer experience improvements.
• Deliver a blend of strategic segmentation expertise and technical proficiency to guide analysts in developing an advanced analytics-driven segmentation platform (demonstrated experience with machine learning, predictive modeling, statistical analysis, and data tools such as Python, SQL, and Power BI is strongly preferred).
• Accountable for developing overall customer segment strategies for a variety of segments, as well as monitoring and refining those strategies based on performance metrics, feedback and evolving business needs
• Collaborate across the company to provide input to help design programs and targeted campaigns based on customer segments, inclusive of departments such as product & service development, contact centers, brand and marketing communications, strategic planning, and regulatory
• Present strategies, findings and recommendations to executives and internal stakeholders in a clear and actionable manner while managing a large volume of research projects
• Lead various projects as needed in support of improving customer experience and advancing the internal customer-first culture, while being an in-house expert on industry trends and best practices in customer segmentation and data analysis.

Qualifications

• BA in business related field and 5+ years of experience as a business leader managing a team or leading cross functional work required. 
• Advance degree in Product Segmentation or Management preferred.
• Hands on experience in developing and executing segment plans with strong value propositions to drive customer awareness and increase utilization.
• 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.
• Demonstrated experience with machine learning, predictive modeling, statistical analysis, and data tools such as Python, SQL, and Power BI is strongly preferred.
• Ability to work collaboratively in a team environment and manage multiple projects simultaneously.

More Information

Salary:

Massachusetts: $142,000 - $167,000

Downstate NY: $152,000 $179,000

Upstate NY: $127,000 - $129,000

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. Internal candidates will be assessed and provided offers against the minimum qualifications of this role and their individual experience. 

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.  

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