National Grid

Senior Analyst, Customer Contact

Brooklyn, NY

full time

$94,000

On-site

Utilities

About This Job

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 an Senior Analyst, Project and Process focused for the Office of the President This position is located in Brooklyn, NY This is a Hybrid Role - Must live within a commutable distance to our location Job Purpose

The Office of the President manages executive and stakeholder relationships by addressing escalated customer complaints and issues submitted to regulatory bodies and company executives. The Analyst will play a critical role in ensuring timely and effective tracking of performance and complaint resolutions to mitigate regulatory and financial risks in New York.

In addition, the Sr. Analyst will serve as a project and process leader, managing high-impact initiatives related to escalated customer issues and regulatory compliance. This role will focus on project execution, process optimization, and performance tracking to reduce risk and enhance customer satisfaction.

Key Accountabilities

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Lead cross-functional projects to streamline complaint resolution workflows and improve customer experience.

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Design and implement process improvements leveraging Lean and Six Sigma methodologies to enhance operational efficiency, reduce process variability, and minimize the volume of escalations through root cause analysis and sustainable corrective actions.

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Develop and manage project plans, timelines, and deliverables for initiatives related to customer contact and regulatory response.

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Create and maintain performance dashboards and reporting tools to monitor KPIs and regulatory compliance.

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Facilitate stakeholder meetings, ensuring alignment on project goals, timelines, and outcomes.

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Conduct root cause analysis and recommend corrective actions to prevent recurrence of issues.

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Support regulatory reporting and participate in audits and compliance reviews.

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Develop and maintain standard operating procedures (SOPs) and training materials for internal teams.

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Provide high-touch, white-glove support for key operational initiatives, ensuring exceptional service delivery, proactive issue resolution, and alignment with strategic business objectives as needed

Qualifications

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High School Diploma or GED is required. Bachelor’s degree is preferred.

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4+ years of Project Management, process improvement, or business analysis is required.

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Proficiency in Excel, Power BI, PowerPoint, SharePoint, and project management tools (e.g., MS Project, Asana, or Jira).

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Familiarity with CSS and PSC HEFPA is a plus.

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Experience in utility operations is required.

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Certification in Project Management (PMP) or Lean Six Sigma is required.

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Strong working knowledge of AI and machine learning is highly desirable

Key Competencies

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Project Management: Skilled in planning, executing, and closing projects with cross-functional teams.

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Process Optimization: Ability to identify inefficiencies and implement sustainable improvements.

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Analytical Thinking: Strong data analysis and visualization skills to support decision-making.

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Communication: Clear and persuasive communicator with the ability to engage stakeholders at all levels.

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Adaptability: Comfortable working in a dynamic, fast-paced regulatory environment.

More Information Salary

$94,000 - $111,000 a year

Salary commensurate with location and experience

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.

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.

Senior Analyst, Customer Contact

About This Job

Qualifications

Key Competencies

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