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US Director, UK Senior Manager, Digital Delivery

Job ID 32297 Location Brooklyn, New York Organization Customer Experience and Marketing Department IT Engineering Systems US

About us

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. 

IT and Digital works in a harmonize partnership with the National Grid group of diverse energy businesses to deliver technology which revolutionizes the way we operate. As we lead the charge towards a carbon-free future, our teams are embracing disruptive changes in our industry by working with Agile methodologies and adopting Digital mindsets to drive efficiency and bring new capabilities for our internal and external customers.

Our work here is critical. National Grid moves energy to millions of homes and businesses in the UK and US and the technology we utilise to complete that task is down to us. The successful applicant for this position will be an integral contributor towards this goal and we will support your professional development as part of our multi-cultural, customer-centric global team.  

Job Purpose

The Product Line Director for Customer Engagement is a key leadership position within the NY BU IT / Digital team with the overall ownership to establish the vision / strategy for the work management product line, define, plan & execute outcome-focused product portfolio within the product line.

The Product Line Director will work closely with key business stakeholders and partner with the New York transformation team to build a cohesive strategy & vision, drive the execution of the product portfolio for measurable outcomes, owns financial planning & total cost of ownership for the product family & manage a team of product managers, product designers & engineers.

The person will be a change agent who will lead by example, to effectively use frontier technology, re-imagine business processes and mature agile ways of working to accelerate time to market of solutions and outcomes. S/he will create an inclusive and energetic environment that thrives on innovation and create diverse high performing team culture.

To be responsible for driving a step change in the quality (higher satisfaction), quantity (more transactions) and capability (more options) of National Grid's digital channels.

Key Accountabilities

  • Partner with senior leaders to define and align business and product vision and strategy
  • Lead, develop, and mentor a team of product managers with indirect responsibility for additional cross-functional team members
  • Lead cross-functional teams in planning, prioritization, and product delivery
  • Define and measure business impact, and monitor performance of initiatives and communicate performance metrics to key stakeholders
  • Leverage data to understand risks, impacts, scope and priorities of our business objectives, and enable the team to drive results


  • 8+ years of product management experience
  • 3+ years of experience successfully leading and improving teams that are highly effective both in terms of impact and team culture
  • Excellent analytical skills with demonstrated experience with hypothesis-driven problem solving and turning data into actionable insights
  • Deep understanding of business strategy and metrics to drive a culture of accountability and delivering measurable outcomes.
  • Superior communication skills with demonstrated ability to navigate a complex organization and generate buy-in for ideas and plans
  • Strong technical background, with demonstrated ability to partner effectively with engineering, designers, UX, and data science.
  • Experience with CRM systems like Salesforce is highly desirable.
  • Experience and understanding of the US (electricity and natural gas) sector, regulatory/technology/business issues impacting the industry and future trends is highly desirable
  • Entrepreneurial mindset, with a bias for action and ability to deal with ambiguity and rapidly changing environments

Employee working on a solar panel

Learn more about environmental responsibility at National Grid.

Learn more about environmental responsibility at National Grid

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