Strategic Customer Lifecycle Principal Analyst

LGBT Jobs; Waltham (MA); Hybrid; USD 153,000 - 180,000; Full time

Job summary

National Grid is hiring a Customer Lifecycle Functional Principal Analyst in a hybrid role based in Waltham, MA. You will define the strategic vision and transformation roadmap for customer lifecycle capabilities within Kraken, aligning enrollment, servicing, engagement, and account management with enterprise objectives and regulatory requirements.

You will collaborate with executive leadership, technology teams, and external vendors to prioritize investments, measure outcomes, and establish

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

Responsibilities

• Define and drive the strategic vision and transformation roadmap for customer lifecycle capabilities within Kraken.
• Serve as a senior business leader, ensuring enrollment, servicing, engagement, and account management strategies align with enterprise objectives and regulatory requirements.
• Oversee governance frameworks, performance measures, and adoption of new ways of working within customer lifecycle ecosystems.
• Lead cross-functional transformation initiatives and manage strategic risks and dependencies across multiple workstreams.
• Partner with executive leadership, business stakeholders, technology teams, and external vendors to prioritize investments and deliver measurable business outcomes.
• Champions a customer-centric culture and drives improvements in satisfaction, service performance, and business results.

Skills

Agile methodologies

CRM integrations

Customer lifecycle

Stakeholder management

Regulatory coordination

Education

Bachelor's degree

Job description

National Grid is hiring a Customer Lifecycle Functional Principal Analyst in a hybrid role based in Waltham, MA. You will define the strategic vision and transformation roadmap for customer lifecycle capabilities within Kraken, aligning enrollment, servicing, engagement, and account management with enterprise objectives and regulatory requirements.

You will collaborate with executive leadership, technology teams, and external vendors to prioritize investments, measure outcomes, and establish