Customer Strategy, Senior Analyst

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 Customer Strategy, Senior Analyst, in Waltham, MA
This is a Hybrid Role - Must live within a commutable distance to Waltham, MA

The Customer Strategy Senior Analyst, within the Customer Advocacy & Success team, will provide the insight generation, performance tracking, and strategic evaluation required to track and optimize the new MECO tiered discount structure and related affordability initiatives. This role blends data-informed analysis with business strategy, ensuring customer assistance programs meet regulatory expectations, achieve performance goals, and align with the Company's broader affordability and equity strategy.

• Assess market competition and landscape by comparing the Company's products and services to competitors; identify market gaps and opportunities through benchmarking and gap analysis studies.
• Ensure that customer assistance products and services support the overall customer strategy and goals for the MECO rate case order; evaluate whether products and services meet expectations of regulators and stakeholders.
• Support the development and tracking of KPIs and growth/performance metrics for the Low-Income Discount Rate (LIDR) program; monitor success against regulatory and business goals.
• Contribute to the development of go-to-market strategies for the LIDR across gas and electric fuels, leveraging data-driven analysis, stakeholder input, and industry best practices.
• Partner with advocacy, and marketing teams to create and execute growth strategies that increase customer engagement; assist in developing microsegment/targeted messaging and collateral.
• Conduct quantitative and qualitative research to uncover customer needs and considerations, transforming findings into recommendations for program design and outreach.
• Provide insight into program performance, ensuring results are used to optimize strategies and strengthen value propositions for vulnerable customers.

• BA in a business-related field with 5+ years of experience in business strategy, product management, or customer insights; Advanced degree in Strategy, Analytics, or Management preferred.
• Knowledge of utility operations, regulation, or clean energy strongly preferred; experience with vulnerable customers or low-income programs is ideal.
• Proven ability to lead cross-functional projects and teams, challenge the status quo, present to senior leadership, and deliver results.
• Demonstrated experience in strategy development, product management, and data-informed analysis with strong value propositions to drive customer engagement.
• Proven success developing and executing quantitative and qualitative research to uncover customer needs and translating findings into actionable recommendations.
• Experience with KPI development, performance measurement, and analytics; ability to generate insights from various tools and apply them to strategic decisions.