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Marketing Communications Analyst

New York, New York, Waltham, Massachusetts, Syracuse, New York, Hicksville, New York

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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.

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About the Position:

The Digital Channel Engagement team exists to elevate National Grid’s customer engagement by increasing self-service transactions, channel optimization and improving customer satisfaction across all digital touch points that matter most.  The Digital Communications analyst will help to drive a personalized engagement and strategy the email channel to support the goal of driving self-service, ensuring customers feel we know them and can meet their needs.  This role will be critical to helping to connect the dots across other digital channels to ensure we are enabling a seamless experience and representation of the National Grid brand. The analyst will partner closely internally and externally in order to successfully accomplish this.

Position Responsibilities (including but not limited to):
  • Lead the enhancements with email strategies leverage personal automation systems (i.e. Marketing Cloud) to enable faster, effective, consistent communication with National Grid customers across their journey.  
  • Support the implementation of a marketing automation platform that will help to ensure we have a holistic view and communication capabilities within National Grid.
  • Lead the development of ongoing email templates, content calendars and emergency communication planning in partnership with key stakeholders within the company.
  • Lead the development of holistic communication journey to ensure consistent communication based on the lifecycle of the customer to ensure a steady but not overwhelming stream of communications (across all channels, social, storm, marketing, etc.).
  • Spearhead KPI discussions for email, mobile and social media to inform customer performance dashboard, digital performance hub and other tracking studies measuring communications satisfaction among customers.
  • Partner closely with Web Channel Performance, Web Operations and Customer Experience Transformation to leverage analytics, best practices and learnings to support each other’s goals.
  • Support the PIO on major incidents such as storms through proactive engagement towards customers on the web, social media, mobile (app and text) and email channels.
  • Ensure all email, mobile and social media efforts are in compliance with regulatory standards, data security, legal requirements and governance.
  • Establish strategies, and work with team to document, distribute and translate into processes and procedures that drive greater efficiencies for National Grid and ensure compliance with regulatory standards, data security, legal requirements and governance.
  • Provide accurate monthly channel forecasting and ongoing updates with Finance and agency partners.
  • Monitor the external marketplace to identify best practices and emerging trends and apply knowledge to put in place improvements in National Grid’s use of digital communications for customers.


Knowledge & Experience Required:

  • Bachelor’s Degree preferred, preferably in Marketing/Communications
  • 3+ years’ experience in email communication channels and tools to support the delivery of effective customer communications
  • Digital self-service knowledge and experience (chat, web, mobile and social)
  • Digital content management experience and email/CRM engine expertise
  • Experience managing external suppliers and agencies
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.


:Customer Group

Primary Location


Other Locations

:MA-Waltham, NY-Syracuse, NY-Hicksville


:Customer Group



Job Posting

:May 23, 2018, 7:39:45 PM

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