National Grid (https:\\careers.nationalgridus.com)
Job ID 508
Location Waltham, Massachusetts
Organization Customer Experience and Marketing
Department BRAND CRC
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.
National Grid is hiring an Associate Analyst in our Customer Response Department in Waltham, MA
The Customer Response Associate Analyst will join a newly established team at National Grid that plays a critical role in transforming our customer focus in the US business by building cross-functional alignment, communications consistency, as well as increasing the speed and accuracy of customer communications responsiveness.
The Analyst is accountable for the successful operations of the Customer Response Center (CRC) according to established standards, procedures, and success measures. The Analyst will primarily focus on ensuring Customer Response communication processes are functioning at peak potential. He/she will also continuously improve processes to ensure National Grid is communicating and responding in a way that exceeds customer expectations.
Responsible for accurately tracking communications events, status of responses, results, and documenting/archiving output
Assists with writing customer communications deliverables and designing customer communications response strategies (e.g. emails, letters and call scripts)
Manages various aspects of proactive and reactive company communications responses.
Works cross-functionally to ensure responses are completed in an effective and efficient manner and collaborates with a variety of internal stakeholders
Owner of current and potential expanded physical visual display locations: responsible for maintaining functionality, liaising with Facilities, and partnering with site Customer Delivery directors to ensure continuous operations
Ensures continuous improvement in the CRC process, including using lessons learned and successes to establish new standards and ways of working
Manages and builds up the CRC response/document library
Proactively enhances the CRC standard messaging repository for common communications scenarios
Manages centralized company communications calendar.
Provides and prepares necessary reports and documents related to the CRC
Tracks and processes departmental invoices and check requests
Completes special projects as assigned
Knowledge & Experience Requirements:
A Bachelor's degree with 1-3 years equivalent job related experience in communications, business, project management, public relations or marketing
Excellent project management, organizational skills with critical attention to detail
Must possess excellent verbal and written communication skills, with previous experience in customer communications a plus
Ability to influence at leadership levels of the organization to facilitate managing to deadlines and maintaining line of sight to critical output
Must have the ability to multi-task, work in fast paced, high pressure environment and maintain professionalism
Advanced skills in relevant software e.g. Microsoft Office products (Excel, Word, PowerPoint, Outlook) and ability to quickly adapt and learning new systems
Ability to work independently as well as an effective team member across multiple departments.
Interest in or experience with energy or utilities and regulated industries a plus
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. Internal candidates will be assessed and provided offers against the minimum qualifications of this role and their individual experience.
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.