Customer Lifecycle Functional Principal Analyst

National Grid; Waltham (MA); Hybrid; USD 153,000 - 180,000; Full time

Benefits offered by this job

Hybrid work model

Job summary

National Grid is seeking a Senior Customer Lifecycle Lead to drive the transformation of enrollment, servicing, engagement, and account management. The role collaborates with executives, technology teams, and vendors to define future-state journeys and scalable operating models.

The position requires 10+ years in data-driven decision making, deep agile expertise, and strong regulatory coordination within utilities. Hybrid work from Waltham, MA is offered with travel as needed.

Qualifications

• Bachelor's degree required with 10+ years in data-driven decision making.
• Deep expertise in agile methodologies and the software development lifecycle.
• Proven experience with functional teams in large-scale programs.
• Ability to network internally and externally to build partnerships with stakeholders.
• Expertise in customer engagement strategies, CRM integrations, and front-office workflows.
• Familiarity with regulatory compliance in utility operations.
• Ability to drive business decisions and regulatory coordination.
• Demonstrated stakeholder communication at all levels including C-suite, IT, Ops, and Regulators.
• Travel throughout Massachusetts and to New York may be required.

Responsibilities

• Define and own the customer lifecycle strategy and future-state operating model for Kraken.
• Serve as the primary business advisor to program and executive leadership on lifecycle transformation.
• Drive enterprise-wide standardization and modernization across customer-facing functions.
• Lead strategic prioritization of lifecycle capabilities balancing value, regulatory requirements, and dependencies.
• Establish governance, performance metrics, and success measures to monitor adoption and outcomes.
• Influence organizational change and executive decision-making across multiple workstreams.
• Identify opportunities to enhance engagement, digital adoption, and efficiency.

Skills

Data-driven decision making

Agile methodologies

Stakeholder management

Customer engagement strategies

CRM integrations

Front-office workflows

Regulatory coordination

Cross-functional collaboration

Education

Bachelor's degree

Tools

CRM software

Job description

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

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 Principal Analyst and find your superpower.

National Grid is hiring a Customer Lifecycle Functional Principal 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 Functional Principal Analyst for Customer Lifecycle is responsible for defining and driving the strategic vision, and transformation roadmap for customer lifecycle capabilities within the Kraken Transformation Program. This role serves as a senior business leader, ensuring customer enrollment, servicing, engagement, and account management strategies are aligned with enterprise objectives, regulatory requirements, and long-term customer experience goals.

The Principal Lead will provide thought leadership across the organization, shaping future-state customer journeys, influencing business process transformation, and establishing scalable operating models that maximize the value of Kraken. This position partners closely with executive leadership, business stakeholders, technology teams, and external vendors to drive strategic decision-making, prioritize investments, and deliver measurable business outcomes.

The Principal Customer Lifecycle Lead will also oversee the development of lifecycle strategies, governance frameworks, and performance measures to ensure successful adoption of new ways of working. They will champion cross-functional alignment, lead complex transformation initiatives, manage strategic risks and dependencies, and drive continuous improvement across the customer experience ecosystem.

Ultimately, this role is accountable for ensuring that customer lifecycle capabilities not only meet immediate program objectives but also establish a scalable foundation that supports future business growth, operational excellence, and industry-leading customer experiences.

Key Accountabilities

• Define and own the customer lifecycle strategy and future-state operating model for Kraken.
• Serve as the primary business advisor to program and executive leadership on customer experience, lifecycle transformation, and operational readiness.
• Drive enterprise-wide standardization and modernization across customer-facing functions.
• Lead strategic prioritization of customer lifecycle capabilities, balancing business value, customer impact, regulatory requirements, and program dependencies.
• Establish governance, performance metrics, and success measures to monitor adoption and business outcomes.
• Influence organizational change, stakeholder alignment, and executive decision-making across multiple workstreams.
• Identify emerging opportunities to enhance customer engagement, digital adoption, and operational efficiency.
• Champion a customer-centric culture that drives measurable improvements in satisfaction, service performance, and business results.

Qualifications

• Bachelor's degree required and 10+ 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

$153k - $180k 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.