Senior Analyst, NY Strategy and Product Success

About us

Job Purpose

Join National Grid’s NY Strategy and Product Success team to help design and improve programs that make energy more affordable and accessible for customers across New York. In this role, you will combine program management, data analysis, stakeholder engagement, and customer-centered problem-solving to support initiatives serving vulnerable customers.

The Senior Analyst will focus on the design, development, and implementation of programs and partnerships for the vulnerable customer segment, which includes income eligible customers, customers residing in Disadvantaged Communities and customers with special protections and situations in New York. The objectives of this role are to help increase enrollment or participation in affordability programs; improve customer experience and satisfaction; reduce barriers to program access; meet regulatory commitments and filing requirements; strengthen program controls, documentation, and reporting, translate program data into recommendations for leadership; and improve coordination across business functions and external partners.

Key Accountabilities

• Program and Project Management –
  • Manage assigned programs or projects within the suite of vulnerable customer programs from concept to development to implementation including strategy, design and continuous improvement.
  • Uses data-driven approaches and analysis to identify and expand opportunities to better serve vulnerable customers in National Grid’s service territory, including leveraging input from external stakeholders and best practices from the utility and other relevant industries.
  • Develop and maintain program protocols and procedures, program information, documentation and eligibility, internal and external communications, and program data and reporting.
  • Proactively seek ways to improve vulnerable customers’ experience and participation in energy affordability programs and services by streamlining processes and implementing best practices.

• Stakeholder Engagement –
  • Coordinate and collaborate with key external stakeholders, such as NY state regulators, state agencies, other NY utilities, and community organizations to advance energy affordability and represent vulnerable customers’ interests
  • Collaborate and communicate with internal partners such as Procurement, Legal, Regulatory, Billing, IT, Consumer Advocates, and Marketing on vulnerable customer programs and offerings and work effectively in a matrixed, cross function environment with multiple stakeholders.
  • Represent National Grid values when meeting with key internal and external stakeholders such as social service organizations, municipalities, or regulatory agencies.

• Program Performance Support –
  • Develop and maintain program performance data, metrics, and KPIs
  • Analyze quantitative and qualitative data to identify trends, risks, and opportunities.
  • Prepare concise updates and recommendations for leadership, regulators, and program partners.
  • Maintain program documentation, process maps, decision logs, and team resources.
  • Monitor progress against regulatory requirements, implementation milestones, and customer outcomes.

Qualifications

• Bachelor’s Degree and 3-5 years of related professional experience
• Experience managing projects, programs or cross-functional workstreams
• Strong written, verbal, presentation and stakeholder-management skills
• Experience analyzing data and translating findings into recommendations
• Proficiency with Microsoft Excel, Word and PowerPoint
• Experience in utilities, clean energy, customer affordability, public policy or regulated industries; New York preferred but not required.
• Experience partnering with and coordinating between business groups such as Billing, IT, Data Analytics a plus

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