About us

National Grid is hiring a Senior Segment Analyst, LMI for our Customer Market Development department. This position can be located in Waltham MA, or Brooklyn, 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 strategic analyst will focus solely on Low Moderate Income (LMI) and Environmental Justce Community (EJC) customer segment, in Massachusetts. In this role the analyst will be responsible for assisting the Lead Strategist in researching and evaluating studies and data, designing and project managing strategy; and understanding the customer preferences for programs, products, and services.

The Segment Analyst translates this analysis into strategic plans that align with program offerings and federal and state policy priorities. Ultimately, conducting a gap analysis of current product and service offerings specific to low-income customers and environmental justice communities. They liaise and cross collaborate with stakeholders to create segment-specific plans that address the Department of Public Utilities compliance regulations and needs for electric customers in MA such as leading pilots and implementing customer enrollment goals for the discount R2 rate.

Key Accountabilities

• Be seen as a SME for all things LMI and EJC ranging from policy to performance and strategy to program design. Establish, define, and maintain a deep understanding of LMI customer personas and market segment changes.
• Responsible for assessing the market and developing a plan to meet customer needs, set priorities, and find gaps in current offerings and services.
• Support development and tracking of KPI’s on for the LMI/EJC customer segment. Along with testing and evaluating that the products and services are meeting the expectations of regulators and stakeholders.
• Identify and implement opportunities to streamline the product portfolio and bundle products
• Design solutions that meet customer expectations with respect to company assistance in managing affordability and volatility of energy spend.

• Drive cross-vertical / interdepartmental collaboration plans with internal and external teams to continually evaluate and improve customer experience, awareness, and adoption of offerings.

• Actively engage with LMI advocates, and service organizations to gain a deep understanding of customer needs and inform the design and delivery of solutions and offerings targeted to them.

• Able to evaluate qualitative & quantitative data to understand the voice of the customers to create programs, marketing, and communications specific to evaluated residential segment

• Serve as the Liaison with stakeholders to support program and company goals related to the Discount R2 rate and other affordability and payment assistance programs.

Knowledge & Experience Requirements

• BA in business related field and 3+ years of experience as a business leader and leading cross functional work.
• Knowledge and experience in utility operations, regulation, and clean energy is a plus.
• Ability and comfortability to lead cross functional projects and teams that drive change, challenge the status quo, present to senior leadership, and deliver results.
• Knowledge and/or hands on experience in product management, strategy development, and segment planning with strong value propositions to drive customer awareness and increase utilization.
• Experience engaging with advocacy groups or social service agencies focused on serving the needs of the LMI community. Direct experience working with low-income customers a plus.
• Experience designing implementation plans and leading the coordination and execution of the strategic plan.
• Experience in KPI measurement and analytics; Ability to navigate and generate data insights from various tools.

More Information

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