Connecting millions of people to the energy they use every day, while continually seeking ways to make the energy system clean, fair, and affordable.

National Grid lies at the heart of a transforming energy system. Our business areas play a vital role in connecting millions of people to the energy they use, while continually seeking ways to make the energy system cleaner. National Grid Ventures and National Grid Partners also enable innovations to help revolutionise and decarbonise the future of energy.

National Grid is hiring a Customer Business Analyst to support strategic accounts in Massachusetts. This will be a hybrid role with a primary office location in Waltham, MA.

Job Purpose

National Grid is committed to the success of its customers. This role is critically important to National Grid in implementing the clean energy future. This position supports the Massachusetts’ Account Managers focusing on large commercial and industrial customers. The role will be responsible for the delivery of a large volume of activities that are driven by Account Managers to address customer needs. This is a dynamic analyst role that is also is responsible for assisting in the resolution of complex or large-scale customer issues and requires working in a matrix environment.

Key Accountabilities

• Use data to gather insights, identify patterns, and make recommendations to improve business processes.
• Conduct complex billing analysis related to major account escalations including summary bills - occasionally assisting with customer contact and support.
• Develop and maintain customer lists, segmentation, and quartile analysis for large business customers. Identify issues, customer needs, preferences, and pain points.
• Monitor, research and analyze managed account activity (e.g., billing and energy usage) and other customer facing issues.
• Maintain new and existing databases to effectively track resolution of issues of significant revenue impact – helping managers modify business practice where needed.
• Extract reports and analyze information from the tracking systems and databases to support customer requests and optimize operations.
• Investigate and resolve account issues communicating resolution in a manner the customer can understand including financial analysis/spreadsheets and on-site customer visits.
• Adhere to metrics to document service quality and to quantify gains in efficiency/customer satisfaction.

Additional Responsibilities

• Work in collaboration with internal stakeholders such as account managers, product teams, and customer advocacy teams to improve customer experience.
• Provide analytical support during negotiations of specific regulatory initiatives, (Rate Cases, Orders, Compliance filings), or as part of customer participation in various company programs.
• Travel to customer locations and other company facilities as required – to address company needs and customer concerns.
• Support outage management or emergency activities in accordance with National Grid’s policies

Qualifications

• Bachelor's degree in business, finance, economics, or information technology or 3+ years of highly related (equivalent) work experience.
• Strong analytical, problem-solving, and critical-thinking skills. Advanced Excel skills or PowerBI skills a plus
• Excellent verbal and written communication skills and interpersonal abilities
• Being detail-oriented and capable of delivering a high level of accuracy
• Experience in utility industry -specifically commercial accounts or customer related, front office and/or back-office support.
• Experience and proficiency using customer billing systems (e.g., CSS/CRIS) is a plus.