Customer Lifecycle Transformation Lead: Onboarding & Engagement

National Grid; Waltham (MA); On-site; USD 132,000 - 155,000; Full time

Job summary

National Grid is seeking a Customer Lifecycle Functional Lead Analyst to design, implement, and optimize enrollment and front-office processes within the Kraken Transformation Program. You will align business requirements with standardization and system capabilities to drive efficiency and customer experience across onboarding, moves, transfers, and service requests.

The role collaborates with stakeholders, technology teams, and leadership to ensure successful implementations, regulatory

Qualifications

• Bachelor's degree and 7+ years of experience analyzing data to support decisions.
• Strong experience with agile methodologies and the software development lifecycle (SDLC).
• Experience working with cross-functional teams on large programs.

Responsibilities

• Analyze data and ensure solution requirements are met during deployment.
• Support timely decisions through research and reporting.
• Collaborate with program and Business Unit leadership to standardize processes across jurisdictions.
• Identify risks and document issues; propose mitigation options.
• Maintain BPM standards and handoffs to Operational Readiness.
• Provide production support and assist in change management activities through the program lifecycle.
• Deliver project artifacts on time by coordinating with stakeholders to meet deadlines.

Education

Bachelor's degree

Job description

National Grid is seeking a Customer Lifecycle Functional Lead Analyst to design, implement, and optimize enrollment and front-office processes within the Kraken Transformation Program. You will align business requirements with standardization and system capabilities to drive efficiency and customer experience across onboarding, moves, transfers, and service requests.

The role collaborates with stakeholders, technology teams, and leadership to ensure successful implementations, regulatory