Senior Analyst, Customer Insights

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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 Senior Segmentation Strategist, for our Customer Segmentation team within the Customer Experience Strategy & Insights group. This position can be located in Waltham, MA
This is a Hybrid Role - Must live within a commutable distance to Waltham.

Job Purpose

The Senior Segmentation Strategist advances the mission of the Segmentation team — to better understand customer needs and behaviors and enhance the overall experience. By partnering consultatively with business teams and collaborating with the data science function, the strategist ensures that customer insights are translated into actionable strategies that improve program design, targeted outreach, and customer engagement across the customer lifecycle.

Key Accountabilities

• Develop segment strategies by working closely with business teams to identify challenges, uncover needs, and translate them into analytics-driven insights. Use segmentation frameworks to recommend where and how to engage customers more effectively.
• Build deep expertise in the assigned customer segment, including their needs, behaviors, adoption drivers, and barriers, to ensure strategies are rooted in customer realities.
• Partner with the data scientist to interpret segmentation outputs (e.g., propensities, clustering, participation trends) and translate these into actionable strategies for program design, outreach, and engagement.
• Enable business teams to embed segment insights into decision-making, helping them refine targeting, improve program effectiveness, and enhance customer experience.
• Establish ongoing feedback loops with business teams and customers to refine and evolve strategies, ensuring they remain relevant and impactful.
• Collaborate with other segmentation strategists to align approaches across segments, share best practices, and avoid siloed efforts.
• Communicate insights and strategies through clear narratives, dashboards, and playbooks that demonstrate how segmentation connects to business outcomes.
  
  

Qualifications

• BA in business related field and 3+ years of experience in strategy/consulting roles.
• Ability to translate business challenges into structured segmentation needs and strategies.
• Familiarity with diagnostic and predictive analytics concepts such as clustering, propensities, influence analysis etc. to be able to interpret outputs in a business context. 
• Excellent communication and influence skills; confident working with both technical and non-technical stakeholders.
• Curiosity, empathy, and a problem-solving mindset that ensures strategies reflect customer realities and deliver measurable outcomes. Obsession with building customer-centric solutions and strategies is paramount.

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