A fast-paced dynamic environment where the focus is on our customers and the communities we serve. We are seeking individuals who are high energy, problem solvers and enjoy being part of a team. The call center is a great place to work and learn the utility business. There are opportunities throughout the company to grow into a long-term career.
Back to Job Navigation (Overview)
What makes you a successful Customer Service team player at Nationalgrid?
Check out the top traits we’re looking for and see if you have the right mix.
- Good Listener
- Problem Solver
- Team Player
- Technology Savvy
Back to Job Navigation (Success)
“National Grid changed my life and I’m pretty sure it will change yours too”
Supervisor Customer Contact Center
“Our Contact Center employees are the frontline of our organization.”
“I love what I do, I love what our organization stands for.”
Customer Contact Center Job Preview
Becoming a part of National Grid’s Customer Delivery team can open a world of endless career growth possibilities.
National Grid is Hiring a Senior Strategy and Policy Analyst, Customer Energy Management – RI in our Waltham, MA location.
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.
The Senior Strategy and Policy Analyst, Customer Energy Management provides leadership to achieve alignment of internal, regulatory, and stakeholder priorities while maintaining a focus on meeting customer needs and expectations for energy efficiency, demand response, beneficial electrification and other clean energy solutions. This role is based within CEM RI’s Policy and Strategy team that leads the development of annual energy efficiency plans to be filed with regulators on behalf of the Company. The role will have a focus on budgeting, performance goals, and external reporting. Comfort working cross-functionally is critical in this role to ensure many Company and stakeholder needs are managed on an aggressive timeline.
Collaborates with stakeholders, including advisory councils and their consultants, regulators, local governments, customer groups, environmental organizations, other utilities and program administrators, local contractors and vendor networks.
Analyzes large sets of data relating to energy saving measures, customers, and budgets/spending/energy savings. Presents conclusions in a concise and readily understandable manner. Candidates with a background in creating new and successful data reporting processes are desired.
Has expertise in Microsoft excel and the ability to become proficient in the Company’s internal data and reporting systems.
Develops an understanding of customer needs and priorities, including differences that may exist among segments of customers. Applies critical thinking through insight gained via customer experiences, research, analysis, and best practices to creatively design solutions that meet or exceed customer expectations.
Understands Rhode Island energy policy and supports the Company’s 80x50 goal to reduce greenhouse gas emissions by 80% below 1990 baseline levels by 2050 and ensures that these goals are represented during the annual and three-year energy efficiency planning process.
Partners with several internal teams on a day-to-day basis to ensure optimal performance of program portfolio. Participate on process excellence teams and continuously improve processes for customers and colleagues.
Comfortable and confident presenting in front of an audience to include internal and external stakeholders, advisory councils, and regulators at the Public Utilities Commission.
Supports the optimization of product and service development to support regulatory requirements, meet compliance obligations, and achieve success by creating value for customers and driving improved financial outcomes for National Grid.
Leads annual and quarterly reporting efforts to Rhode Island Energy Efficiency stakeholders, including regulatory filings for the Rhode Island Public Utilities Commission.
Supervisory/Interpersonal- Experience Required
- Excellent oral and written communications skills.
A Bachelor's degree in a business, economics, accounting, finance or engineering related area and 5+ years of related experience, or equivalent work experience. Advanced degree/credits are preferred.
Knowledge of the electric and gas industry; energy efficiency program planning, design, implementation and evaluation, local and national energy policy.
5+ years in one or more of the following fields related to energy: commercial or residential energy efficiency, evaluation, energy policy and government, economics, engineering, sustainable program management or customer delivery or implementation.
Knowledge of relevant industry practices, science and policies.
Proficient in relevant software e.g. Microsoft Office products (Excel, Word, PowerPoint), Tableau.
Knowledge of National Grid's business operations, company policies and practices.
Strong oral and written communications skills.
Valid driver’s license required with a safe driving history that meets National Grid’s Safe Driver policy.
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.
News, debate and analysis on the US energy industry
U.S. Connecting is our thought-leadership site providing news, debate and analysis for internal and extrenal audiences.