Lead Analyst, Process and Performance Improvement

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!

We’re looking for a Customer Lead Process Improvement Manager to help drive operational excellence across our Customer organization, with a strong focus on the Meter to Cash process. This role supports performance improvement initiatives by analyzing, testing, and refining processes to deliver measurable results.

- Lead Process Improvement Projects: Act as an internal consultant to guide teams through Lean techniques and process improvement initiatives across Customer Operations and related functions.

- Identify and Solve Inefficiencies: Work with teams to uncover process gaps and performance failures, and develop solutions that improve efficiency and value.

- Deliver Results: Drive initiatives that generate operational and financial benefits.

- Cross-Functional Execution: Lead projects that span multiple business areas, including NY and MA, Gas and Electric, and Customer processes.

- Communicate Outcomes: Share results and insights with leadership to support strategic decisions.

- Stakeholder Engagement: Build strong relationships across departments to ensure smooth information flow and collaboration.

- Data-Driven Analysis: Collect and analyze data, map value streams, and define KPIs to support process improvements.

- Support End-to-End Mapping: Help deliver E2E Customer Process Maps with clearly defined performance indicators.

- Promote Continuous Improvement: Challenge existing processes and promote a culture of innovation and value for money.

- Apply Best Practices: Stay current with industry trends and apply technical/process excellence across teams.

Qualifications

- Bachelor’s degree (preferably in an analytical field)

- 5–7 years of relevant experience

- Lean or Six Sigma Green Belt certification preferred

- Strong understanding of utility operations and regulatory environment

- Proven ability to lead through influence and motivate cross-functional teams

- Excellent communication and stakeholder management skills

- Passion for improving customer experience and driving performance

More Information

$114,000 - $134,000 a year - Upstate, NY

$137,000 - $161,000 a year - Downstate, NY

$128,000 - $151,000 a year - Massachusetts

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