Customer and Insight Analyst

About Us

At National Grid, we light up the world by harnessing the unique strengths of our people. Join us as a Customer Insights Analyst to be part of a team that is dedicated to ensuring NGET can anticipate and respond to the needs of its future, connecting, and connected customers.   

National Grid is hiring a Customer Insights Analyst - This position is based from our Warwick office however we offer flexible hybrid working options.

Job Purpose

Within Customer and Network Development (CND), the Customer Strategy & Insight Team is responsible for the NGET strategic approach to customers, ensuring forward looking approaches to identifying and meeting the needs of all customer types. 

This team is dedicated to ensuring CND is able to anticipate and respond to the needs of customers, both now and in future. This role is accountable for understanding & modelling existing and future customer insight to ensure CND is proactive in it’s approach.

What You'll Do

Support the Customer Insights Manager to:

• Developing short- and long-term initiatives, in line with the NGET Customer Strategy, designed to improve NGET customer experience.
• Represent CND and NGET externally in engagements that support Demand & Generation customer insight and effectively brought back into the business (including direct customer meetings, wider Government, and industry stakeholder groups)
• Establish an enduring model to share knowledge on Demand & Generation customer groups, bringing together stakeholders across Electricity Transmission and Strategic Infrastructure whose work impacts this customer base. 
• Support on relevant sentiment analysis regarding CND work.
• Attend external research/events that support the creation of insight on existing customers for maintenance of the NGET Customer Strategy.  
• Establish, monitor, and interpret customer feedback of all types to provide insights to Customer Management, operational teams and feed into the NGET Customer Strategy.  
• Manage trend and overall root cause analysis to feed insights on top issues back to team and continually inform NGET customer strategy. 
• Inform relevant teams within CND of key customer insights, including any identified improved ways of working/process improvements because of customer/industry insights. 
• Identifying any data challenges and proactively feeding back into wider Customer Management team to ensure customer data is accurate and up to date to enable accurate reporting as maturity of data confidence continues.
• Continuous engagement with critical customer related SME’s to enable business knowledge to inform insights as part of BAU (Working closely with Relationship Management, Reform and Digital teams)
• Analysis of appropriate data including employee and operational data to understand drivers of satisfaction and root causes of dissatisfaction.
• Act as a subject matter specialist for surveying practice and survey insight interpretation
• Ensure any customer feedback survey design and method maximises response rate, action ownership, at both local and macro level. Ensure feedback insight enables trend and driver analysis.
• Act as subject matter specialist in Customer (Management) related KPI reporting

About You

Analytics

• Demonstrable numerate and analytical capabilities
• Strong experience of statistical modelling and/or stakeholder analysis, ideally in a marketing or sales or similar commercial environment
• Expert user of Excel and proficient with Salesforce CRM
• Proficient in data visualisation tooling, preferably PowerBI.

Commercial Application

• Excellent sense of business awareness and ability to interpret and make strong relevant business recommendations from the results of complex analysis
• Experience of providing a mix of strategic and tactical solutions to current business problems

Stakeholder Management

• Excellent consultancy skills and communication of complex material, such that complex and critical strategic recommendations are accepted and acted upon
• Significant experience presenting insights and recommendations to a variety of audiences both verbally and written

General

• Demonstrates the ability to assemble complex ideas, issues, and observations into clear and simple explanations. 
• Proactive, curious and able to comfortably work autonomously or as part of a broader team/network on projects
• Meticulous attention to detail
• Creates and promotes an environment which strives for continuous improvement and the implementation of best practice

Capabilities:

• Operational excellence
• Data analytics
• Commercial capability
• Expert user of Excel and proficient with Salesforce CRM

What You'll Get

A competitive salary between £70,000 – £84,000 dependent on capability

As well as your base salary, you will receive

• 26 days holiday, plus eight statutory days, an option to buy extra holiday days, and the option to holiday swap up to 3 bank holiday days 
• An annual performance incentive
• A generous pension scheme, double matched up to 6% of your salary each month. For every £1 you contribute we’ll put in another £2, so if you put in 6%, we’ll add 12% giving a total of 18% to your pension pot
• Life insurance at 10 times basic salary
• Employer funding towards a portion of your Private Medical Insurance.
• You will also have access to a number of flexible benefits such as a share incentive plan, salary sacrifice car and technology schemes, support via employee assistance lines and matched charity giving to name a few.

More Information

The closing date for this vacancy is 6th July. However, we encourage candidates to submit their applications as early as possible and not to wait until the published closing date. National Grid’s recruitment periods can and may vary. We reserve the right to remove this advert or close it to further applications at any point during the recruitment process.

In NGET we are passionate about both operating our network safely and providing highly reliable quality of supply for our customers. At the heart of achieving these outcomes is the effective control and operation of our network.

To find out more about us, please follow the link below:

https://www.nationalgrid.com/electricity-transmission/ 

DE & I statement 

At National Grid, we work towards the highest standards in everything we do, including how we support, value and develop our people. Our aim is to encourage and support employees to thrive and be the best they can be. We celebrate the difference people can bring into our organisation, and welcome and encourage applicants with diverse experiences and backgrounds, and offer flexible and tailored support, at home and in the office.

Our goal is to drive, develop and operate our business in a way that results in a more inclusive culture. All employment is decided on the basis of qualifications, the innovation from diverse teams & perspectives and business need. We are committed to building a workforce so we can represent the communities we serve and have a working environment in which each individual feels valued, respected, fairly treated, and able to reach their full potential.

Please note that in most cases, National Grid is unable to offer sponsorship for employment under the UK points-based immigration system. As such, applicants must have the legal right to work in the UK without requiring sponsorship now or in the future under the UK points-based immigration system. However, in exceptional circumstances where there is a clear and demonstrable need for specialist skills that cannot be sourced from the local labour market, National Grid may consider offering sponsorship. All applications are welcome from candidates who meet these requirements, regardless of race, nationality, or ethnic origin.

 #LI-KR1

#LI-HYBRID