National Grid (https:\\careers.nationalgridus.com)
Full Time Employee
About the Position:
This position is responsible for determining the most effective ways to improve customer and internal processes and deliver exceptional service. Develops ways to maximize efficiency and manage resources and capabilities more effectively and deliver customer value. This role will also support the design and implementation of pilot programs, projects and policies within the Customer Experience Transformation area to improve the working of National Grid.
Position Responsibilities (including but not limited to):
Develop, with PEx practitioners, process reengineering opportunities through SME coordination, opportunity identification, journey maps for existing experiences and delivering future/ to be customer journey map(s) with a plan to achieve.
Develop data based recommendations and support sustainment of any organizational design changes necessary to optimize the customer experience by reducing waste, redundancy and unnecessary handoffs and increasing business value.
Responsible for directing creative problem solving through coordination with PEx practitioners, all lines of business involved and SMEs to bring the team to most effective resolution.
Identify change & communications needs for each project, inform and coordinate with overall CXT Change & Communications Strategy (Business)
Prepare and write relevant documentation in order to assure that all stakeholders are fully informed and all evidence or statistics are documented, including building in pilot and sustained business QA protocols
Design, develop and implement CXT scorecards that illustrate customer experience with new initiatives, including Pilot Programs; supporting the organization to continue to develop and deliver a high level of service and remain a market leader.
Drive and deliver on pilot programs using an agile trial/test approach based on data driven identification of opportunities including KPI development and base lining, working with appropriate teams to design a strong experiment.
Deliver business requirements and business UAT support by working with SMEs and process owners for any new technology solutions implemented.
Collate and analyze customer and business benefits using internal as well as financial data within one or multiple areas using pre-determined tools, methods and formats in order to support the department’s decision making process and proving business case for continuing pilots / projects; recommending adjustments where appropriate
Build upon technical/professional skills within own area of specialism or of other processes in order to continually grow your personal contribution to the business.
Develop relationships with internal and external stakeholders in order to obtain and share information that will benefit National Grid’s Customer Experience Transformation Strategy.
Knowledge & Experience Required:
Bachelor's degree and up to 2 years of related experience, or equivalent work experience. An advanced degree/credits is preferred.
Knowledge and experience of one broad work process.
Knowledge of relevant industry practice preferred.
Proficient in relevant software e.g. Microsoft Office products (Excel, Word, PowerPoint) and other database type products.
Basic understanding of project management techniques and methods.
This position is one of National Grid’s career path roles which provide for promotional opportunities within and across salary bands as you develop and evolve in the position by gaining experience, expertise and acquiring and applying technical skills.
National Grid is an equal opportunity employer that values a broad diversity of talent, knowledge, experience and expertise. We foster a culture of inclusion that drives employee engagement to deliver superior performance to the communities we serve. National Grid is proud to be an affirmative action employer. We encourage minorities, women, individuals with disabilities and protected veterans to join the National Grid team.
:Marketing & Cust Experience
:MA-Waltham, NY-Hicksville, NY-Syracuse
:Marketing & Cust Experience
:Aug 30, 2016, 8:35:57 AM
:Sep 29, 2016, 11:59:00 PM
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