Lead Program Manage (Customer Energy Integration), Customer Management and Engagement

National Grid plc; Buffalo (NY); Hybrid; USD 111,000 - 156,000; Full time

Job summary

National Grid plc in New York, NY is seeking a Lead Program Manager (Customer Energy Integration) to drive end-to-end process improvement across energy efficiency programs and related transformational initiatives.

The role focuses on leading continuous improvement, leveraging data and reporting to inform decisions, and guiding cross-functional teams through change management while partnering with internal stakeholders for successful program outcomes.

Qualifications

• Bachelor's degree in business or analytical discipline.
• 5+ years of experience in process improvement, project management, utility operations, energy efficiency, or related functions.
• Proficiency in problem-solving best practices, root cause analysis, and continuous improvement methodologies.
• Experience leading cross-functional initiatives and driving measurable business outcomes.
• Strong analytical and problem-solving skills with experience using data visualization and reporting tools.
• Comfortable working in a dynamic environment with shifting priorities and multiple concurrent tasks.
• Excellent communication, facilitation, and stakeholder management skills.
• Lean Six Sigma Green Belt or Black Belt certification (preferred).
• Knowledge of energy efficiency programs or utility operations (preferred).

Responsibilities

• Lead cross-functional process improvement efforts across residential, commercial, multifamily, and electrification programs.
• Apply Lean, Six Sigma, and continuous improvement methodologies to enhance operational effectiveness and reduce friction.
• Facilitate workshops and process mapping to identify root causes and implement sustainable solutions.
• Develop dashboards, scorecards, and executive reporting tools that support data-driven decisions.
• Translate complex data into actionable insights for leadership.
• Lead working groups and cross-functional teams to achieve business objectives.
• Develop and execute change management strategies to adopt new processes, technologies, and operating models.

Skills

Process improvement

Project management

Data analysis

Stakeholder management

Communication

Facilitation

Cross-functional leadership

Lean Six Sigma

Education

Bachelor's degree in business or analytical discipline

Tools

Data visualization tools

Job description

Lead Program Manage (Customer Energy Integration), Customer Management and Engagement

About us

National Grid is hiring a Lead Process Manager, fto work out of any of our NY offices. This is a Hybrid Role with 1-2 days in office per week on an as needed basis.

Every day we deliver safe and secure energy to homes, communities, and businesses. We are there when people need us the most. We connect people to the energy they need for the lives they live.

The pace of change in society and our industry is accelerating and our expertise and track record puts us in an unparalleled position to shape the sustainable future of our industry. To be successful we must anticipate the needs of our customers, reducing the cost of energy delivery today and pioneering the flexible energy systems of tomorrow. This requires us to deliver on our promises and always look for new opportunities to grow, both ourselves and our business.

Job Purpose

The successful candidate will play a key role in supporting and advancing process improvement efforts across our end-to-end energy efficiency programs and transformational initiatives. This position contributes directly to the execution of our Energy Efficiency Building Electrification (EEBE) programs by leading continuous improvement initiatives by identifying opportunities, enhancing reporting, as well as leveraging data and subject matter expertise to driving change or execute on gap closures.

Key Accountabilities

Lead Process Improvement Initiatives

• Lead cross-functional process improvement efforts across residential, commercial, multifamily, and electrification programs.
• Apply Lean, Six Sigma, and continuous improvement methodologies to enhance operational effectiveness and reduce customer and contractor friction.
• Facilitate workshops and process mapping exercises to identify root causes and implement sustainable solutions.

Data Analytics and Business Insights

• Leverage operational, customer, and program data to identify trends, opportunities, and performance improvement initiatives.
• Develop dashboards, scorecards, and executive reporting tools that support data-driven decision making.
• Translate complex data into actionable insights for leadership.

Stakeholder Leadership

• Build collaborative relationships with internal teams and stakeholders. Support communication efforts to ensure alignment and awareness of process changes.
• Influence organizational priorities through fact-based recommendations and process optimization strategies.
• Lead working groups and cross-functional teams to achieve business objectives.
• Develop and execute change management strategies that support adoption of new processes, technologies, and operating models.
• Establish the governance framework for intake and prioritization of continuous improvement opportunities.
• Partner with training teams to create materials, communications, and capability-building programs.
• Champion a culture of innovation, accountability, customer focus, and operational excellence.
• Mentor team members and support development of continuous improvement capabilities across the organization.
• Share best practices and lessons learned across the Energy Efficiency organization.

#LI-SA1

Qualifications

Required

• Bachelor's degree in business or analytical discipline.
• 5+ years of experience in process improvement, project management, utility operations, energy efficiency, or related functions.
• Proficiency in problem-solving best practices, root cause analysis, and continuous improvement methodologies.
• Experience leading cross-functional initiatives and driving measurable business outcomes.
• Strong analytical and problem-solving skills with experience using data visualization and reporting tools.
• Comfortable working in a dynamic environment with shifting priorities and multiple concurrent tasks.
• Excellent communication, facilitation, and stakeholder management skills.

Preferred

• Lean Six Sigma Green Belt or Black Belt certification.
• Knowledge of energy efficiency programs, demand-side management, clean energy initiatives, or utility operations.
• Experience supporting large-scale transformation, operational excellence, or customer experience initiatives.

More Information

UNY $111,000 - $130,000 a year, DNY $133,000 - $156,000

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.

National Grid operates in both the UK and US, with a broad portfolio of energy businesses dedicated to providing safe, reliable, and sustainable power.

From electricity and gas transmission to advancing clean energy and modernising grids, our work covers every aspect of the energy system.

Our energy flows through absolutely everything we do

Life here at National Grid is more than just our purpose or our values, it’s everything we put into everything we do. It’s our commitment to diversity and inclusion; how we help our employees learn and grow; and how we partner with and support the communities where we live and work. It’s all this, and so much more.

We leverage our collective strengths to do meaningful BIG work so that we can be at the heart of a fair and affordable energy future.

Your salary is reviewed each year against the market for your role, skills, knowledge and experience.

Incentive

Annual performance plan or bonus (depending on your role) rewards your contribution to our success each year.

Retirement

Generous pension plan with company contributions up to 12%.

Private medical insurance for self and family.