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Lead Analyst, Customer Experience Architect

Location: Northborough
Posted on: March 17, 2023

Job Description:

About us

National Grid is hiring a Lead Analyst, Customer Experience Architect for our Customer Experience department. This position can be located in Waltham, MA; Brooklyn, NY; Northboro MA; Albany, NY or Syracuse, NY.

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

The Customer Experience/Journey Architect position supports the development of customer strategy and holistic experience design that supports the end-to-end experience for all channels/customer segments.

This role is responsible for design decisions based on customer knowledge and insight via research and analytics. Partners with cross functional teams to ensure that all activities that have been developed for one specific customer segment are aligned with the trust, ease and growth expectations for the company.

Key Accountabilities

Position Responsibilities (including but not limited to):

  • Create and visualize customer personae and map customer journeys across and throughout the lifecycle, capturing touch points and highlighting areas of friction.
  • Create journey maps to design and realize an unparalleled customer experience, estimating potential impacts to the business.
  • Analyze and synthesize data to identify and apply key insights/trends from VOC programs, customer complaint data, and primary & secondary research to inform the experience roadmaps. Captures "pain points" and identifying gaps between customer experience strategy and the reality of the customer journey.
  • Configures, monitors, and socializes customer journey analytics across enterprise. Utilize findings to influence key decisions with stakeholders to prioritize enhancements and optimize interactions across the customer experience.
  • Design Experience for "Future State Ideation". This includes: Facilitating ideation sessions with cross-functional teams, developing future state experience maps with cross-functional teams, documenting future state experience improvements (e.g., capability gap assessment, identify necessary initiatives and capabilities to bridge gaps) and validating future state experience maps and capabilities with cross-functional teams.
  • Works closely with the Innovation and Growth teams to develop solutions for existing customer pain-points and drive consistent and synergistic experiences across various customer offerings.
  • Partner with customer research/data analytics team to drive an analytical understanding of what matters most to customers, utilizing both existing data and identifying needs for new data to better understand the experience across systems, channels and processes from a customer perspective.
  • Work closely with the US Regulatory and Strategy team to ensure the long-term business strategy and the customer roadmap are fully aligned.
  • Develop and maintain effective relationships with key stakeholders to share best practice, drive consistency in resource planning and ensure timely delivery of projects.

    • A Bachelor's degree in a related area and up to 5+ years of related experience, or equivalent work experience. Advanced degree/credits is/are preferred. Manages cross functional work teams to achieve results.
    • Self-starter with the ability to collaborate with and influence a wide range of stakeholders at all levels of employees. Builds case for change.
    • Extensive knowledge of the people, tools and processes behind the journey.
    • Strong project management skills, especially of large scale, complex projects. Experience working in agile project management approach is a plus.
    • Experience utilizing design thinking and prior journey experience is a plus.
    • Demonstrated success in implementing work improvement and change.
    • Passion for delivering an exceptional customer experience.
    • Excellent ability to both conceptualize at the strategic level and manage tactical execution of objective.
    • Demonstrated proficiency in basic computer applications, such as Microsoft Office software products and other tools specific to journey mapping.

      More Information
      - Hybrid

      - STR1


      Downstate NY: $124,000 - $146,000 a year

      NE: $116,000 - $136,000 a year

      Upstate NY: $104,000 - $122,000 a year

      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.

Keywords: NATIONAL GRID CO USA (NE POWER), Worcester , Lead Analyst, Customer Experience Architect, Professions , Northborough, Massachusetts

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