Lead Analyst, Customer Strategy

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National Grid is hiring a Customer Strategy, Lead Analyst, in Waltham, MA This is a Hybrid Role - Must live within a commutable distance to Waltham, MA Job Purpose

The Customer Strategy Lead, within the Customer Advocacy & Success team, will lead the Massachusetts strategic planning, outreach, and education initiatives that advance affordability and equity across customer programs. This role translates customer insights, regulatory priorities, and organizational objectives into actionable strategies that drive program adoption, inform targeted outreach, and ensure cross-functional alignment. The position also applies change management principles to embed new strategies across the organization, ensuring successful execution and adoption.

Key Accountabilities

- Lead strategic planning for MA vulnerable customers and those living in Environmental Justice Communities (EJCs), developing roadmaps that guide outreach, education, and the adoption of affordability programs.

- Conduct gap analysis to identify unmet customer needs and opportunities for innovation in affordability offerings.

- Ensure alignment with regulatory and state policy priorities, incorporating them into all strategies and communications.

- Collaborate with internal stakeholders (regulatory, marketing, operations, product teams, analytics) to ensure integrated, cross-functional approaches.

- Partners with state agencies, community organizations, and internal teams to advance equitable access to discount programs and services.

- Translate customer segmentation and analytics into outreach strategies, targeted campaigns, and education plans tailored to vulnerable customer populations.

- Apply change management principles to guide adoption of new strategies, ensuring stakeholder alignment and smooth execution.

- Monitor strategy effectiveness and recommend adjustments to continuously improve customer engagement and enrollment outcomes.

Qualifications

- Bachelor’s degree required; master’s in business, public policy, or related field strongly preferred.

- 7+ years of experience in customer strategy, program development, regulatory alignment, or related fields.

- Proven success in leading strategic planning and delivering measurable program impact.

- Expertise in cross-functional collaboration, stakeholder engagement, and change management frameworks (e.g., Prosci’s ADKAR).

- Deep knowledge of low-income and Environmental Justice customer needs and equity-centered program design.

- Strong executive presence with the ability to influence senior leadership and drive organizational adoption of strategies.

- Excellent written and verbal communication skills; experience in regulatory or senior leadership presentations is a plus.

More Information

Salary

$128,000 - $151,000 a year

Salary commensurate with location and experience

National Grid utilizes an assessment that evaluates the job qualifications/characteristics using AI or statistically based scoring. For more information, please view NYC Local Law 144.

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. 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.