Director, Digital Customer Experience

About Us

National Grid is hiring a Director of Digital Customer Experience for our Customer Product Management 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

At National Grid, we are committed to delivering innovative, customer-focused digital solutions that enhance how our customers interact with us every day. We are seeking a passionate and skilled leader to join our team as the Director of Digital Customer Experience to lead the strategy, design and delivery of seamless and exceptional digital experiences that meet customer needs.

The Director will lead a team of digital product managers and collaborate closely with IT, customer experience, and executive leadership to translate customer insights into business opportunities. You will own the digital experience roadmap, drive performance through data and analytics, and ensure our digital platforms reflect our commitment to service excellence, accessibility, and innovation. The ideal candidate brings a passion for user-experience design, a deep understanding of front-end and back-end technologies, and a track record of delivering impactful digital products in complex, customer-facing environments.

Key Accountabilities

Qualifications

More Information

Salary Range:

Massachusetts: $196,000 - $230,000

Upstate, NY: $174,000 - $205,000

Downstate, NY: $209,000 - $246,000

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.