Lead Analyst, Customer Contact

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 Lead Analyst for the Office of the President in MA
This is a Hybrid Role - Must live within a commutable distance

Job Purpose

Provide collaborative team-oriented management and strategic support for all executive escalations and customer complaints across residential, commercial and industrial segments. Drive resolution by identifying and addressing policy and performance gaps, recommending policy enhancements where necessary. Partner closely with the Customer Contact Center and Customer Operations teams to implement effective solutions and improve overall customer experience.

Key Accountabilities

• Operate under the guidance of the Manager, Office of the President to ensure optimal resolution of complaints, inquiries, referrals, and formal/informal hearings with the Massachusetts Consumer Division of the Public Utilities Commission (PUC).
• Manage and coordinate complaint resolution using Salesforce C3M, ensuring timely and effective handling. 
• Investigates and resolve escalated customer inquiries and complaints; collaborate with the legal department to support DPU appeal preparations.
• Facilitate and support internal departments in planning and executing customer meetings.
• Interpret and assess the impact of regulatory rules, company policies and tariffs on operations and customer delivery. 
• Develop proactive strategies to strengthen customer loyalty and protect revenue streams.
• Identify performance gaps and quality issues withing the Cycle of Service by analyzing and trending complaint data to uncover root causes. 
• Provide actionable insights and support cross-functional teams in driving process improvement. 
• Participate in regulatory discussions and represent the organization as needed. 
• Explore and recommend new technologies, analytics and automation opportunities to enhance service delivery. 
• Maintain comprehensive complaint reporting for internal stakeholders and regulatory bodies. 
• Design and uphold a quality assurance framework for the New England Office of the President. 

Qualifications

• Bachelors Degree and 7+ years of equivalent experience in areas such as consulting (internal or external), credit/collections and customer service.  
• Extensive knowledge of the Customer Service Systems (CSS); familiarity with STORMS is a plus. 
• Strong technical and analytical skills, including root cause analysis and trend evaluation. 
• Proven ability in project management and business planning. 
• Exceptional oral and written communication skills.
• Demonstrated leadership capability and effectiveness in team collaboration. 
• In depth understanding of company policies, procedures and organizational structure.
• Knowledge of National Grid’s electric or gas policies, processes and systems.
• Comprehensive expertise in rates, billing systems, electric filed tariffs, service bulletins, and preparation of billing investigation reports. 
  Through understanding of Massachusetts regulatory rules and regulations.  

Professional Competencies and Deliverables

• Insightful Analysis: Go beyond numerical reporting by crafting compelling narratives that explain key variances and trends. Translate complex data into actionable insights with clear mitigation strategies and high-quality recommendations.
• Advanced Forecasting & Modeling: Leverage statistical modeling, machine learning, and AI-driven forecasting techniques to uncover emerging trends and support strategic planning.
• AI Integration: Apply artificial intelligence and automation tools to streamline data analysis, enhance decision-making, and drive innovation across business processes.
• Tools & Platforms: Expert-level proficiency in Microsoft Excel, Power BI, and AI-powered analytics platforms for data visualization, reporting, and predictive modeling.
• Documentation: Maintain clear, comprehensive documentation to support transparency, reproducibility, and knowledge sharing.
• Executive-Ready Deliverables: Design and deliver polished dashboards, reports, and presentations tailored for senior leadership, ensuring clarity, impact, and strategic alignment.
• Visual Storytelling: Employ clear, intuitive visuals and formatting to enhance understanding and engagement across all levels of the organization.
• Effective Communication: Demonstrate strong written and verbal communication skills to convey complex information clearly and persuasively.
• Accuracy & Timeliness: Consistently deliver high-quality outputs on time, ensuring data integrity and reliability.
• Proactive Value Creation: Anticipate stakeholder needs and proactively identify opportunities to add value through innovative solutions.
• Team Leadership: Play a lead role in work allocation, process optimization, and resolution of operational challenges, leveraging deep managerial and technical expertise.

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