Customer Lifecycle Functional Lead Analyst

About us

At National Grid, we keep people connected and society moving. But it's so much more than that. National Grid supplies us with the environment to make it happen. As we generate momentum in the energy transition for all, we don't plan on leaving any of our customers in the dark. So, join us as a Customer Lifecycle Functional Lead Analyst and find your superpower.

National Grid is hiring a Customer Lifecycle Functional Lead Analyst position. This role operates under a hybrid working model and is based out of the Waltham, US. Hybrid work expectations are subject to business needs and company policy.

Job Purpose

The Customer Lifecycle Functional Lead Analyst is responsible for the design, implementation and optimization of the customer enrollment and front-office processes within the Kraken Transformation Program.

This role ensures alignment between business requirements, process standardization, and system capabilities, driving operational efficiency and improvements in customer experience.

This position will work closely with business stakeholders, technology teams, and program leadership to ensure that customer onboarding, account management, move-in/move-out, transfers, service requests, payment plans, and customer engagement strategies are optimized and effectively implemented within Kraken.

Key Accountabilities

• Contributes to business decision-making by analyzing data and ensuring solution requirements are met during deployment.
• Supports timely and informed business decisions through research and reporting.
• Collaborates with program and Business Unit leadership to support business standards and optimization efforts.
• Participates in business standardization activities across jurisdictions, contributing to detailed process design aligned with software capabilities.
• Identifies exceptions, document risks, and issues related to standardization and proposes mitigation options.
• Supports business process redesign efforts and provides input to change management and operational readiness planning.
• Maintains and updates business process mapping (BPM standards), ensuring smooth handoffs to Operational Readiness.
• Assists in evaluating the regulatory impact of process changes and helps prioritize related activities.
• Coordinates with the regulatory roadmap to support alignment in recovery and communication timing.
• Contributes as a key member of a cross-functional team of analysts, providing expertise and support to drive successful project outcomes.
• Collaborates effectively to analyze processes, identify improvement opportunities, and implement solutions that enhance operational efficiency and customer satisfaction.
• Ensures adherence to defined phase functional/development Entrance/Exit criteria for each release.
• Provides production support throughout the program lifecycle, leading up to service introduction.
• Contributes to process design and supports the development of functional requirements.
• Executes project deliverables to ensure timely completion, proactively identifying potential delays and coordinating with stakeholders to meet deadlines

Qualifications

• Bachelors degree and 7+ years of experience supporting data-driven decision-making through analysis, with a strong focus on business processes training development, and customer insights.
• Deep expertise in agile methodologies and the software development lifecycle.
• Proven experience working with functional teams in large-scale programs.
• Ability to network internally and externally to develop successful, long-lasting, supportive relationships/partnerships with others and seek understanding and challenge business scenarios
• Expertise in customer engagement strategies, CRM integrations, and front-office workflows.
• Familiarity with regulatory compliance and customer service obligations in utility operations.
• Ability to drive business decision-making and regulatory coordination.
• Demonstrated ability to manage stakeholder communication at all levels, including C-suite executives, IT, Operations, and Regulatory Agencies.
• Travel throughout Massachusetts and occasional travel outside of Massachusetts (mainly to New York) will be required A valid driver's license with a safe driving history that meets National Grid's Safe Driver policy is required

Salary

$132k - $155k a year

National Grid will not be providing visa sponsorship for this position now or in the future. You must have the ability to work without a need for current or future visa sponsorship.

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.

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 committed to providing equal employment opportunities to all employees and applicants for employment regardless of protected class. We do not discriminate on the basis of race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age, disability, genetic information, or any other protected status in accordance with applicable federal, state, and local laws. National Grid maintains affirmative action programs for individuals with disabilities and protected veterans.

Our employment practices are designed to ensure that all individuals are treated fairly and with respect throughout the hiring process and during employment. National Grid complies with all applicable federal, state, and local anti-discrimination laws. We are dedicated to fostering a workplace that is free from unlawful discrimination and harassment, and we encourage a culture of respect for all.