Customer Lifecycle Strategy Lead

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

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.