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Lead Analyst, Service Delivery

Waltham, Massachusetts

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Our IT ambition is to be recognized for ‘Transforming National Grid into the leader of the digital energy future’.

Market innovation will drive the digital utility.

We plan to enhance our IT offerings, mature the way we interact with our business partners, and transform the culture of our teams.

Culturally, we will be placing a stronger emphasis on designing systems around the end user. We are establishing an operating model based on accountability and empowering our workforce to share ideas and drive continuous improvement. There will be clear career options within the company, both management and technical. We are focusing on enhancing and investing in both leadership capability and developing necessary technical expertise.

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Success Profile

What makes you a successful Information Technology team player at National Grid? Check out the top traits we’re looking for and see if you have the right mix.

  • Strategic
  • Inventive
  • Collaborative
  • Proactive
  • Results Driven
  • Leadership

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  • Healthcare

  • 401(k)

  • Continuing

  • Paid Time Off

  • Employee
    Assistance (EAP)

  • Health & Wellness

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About us

National Grid is hiring a Team Engagement and Success Lead for our Infrastructure and Operations department in Waltham, MA.

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.

Job Purpose

This position will work cross-functionally to understand the needs of our global team base and deliver programs that foster an inclusive and diverse culture that engages team members, inspires innovation, and is focused on success. 

As the Team Engagement and Success Lead, you will be part of a team that creates and manages internal programs and communications that drive and sustain our strong culture.  We are looking for a passionate, creative, and intellectually curious leader that is eager to work within a fast-paced environment. It is our job to help team members thrive while being their authentic self.  

To succeed in this role, you will need to be able to combine creativity with strong organizational skills to manage multiple projects with competing deadlines. You will be responsible to manage an on-going plan that drives and sustains our culture adding innovative new ideas and approaches.

Key Accountabilities

Employee engagement strategy 

Define and manage I&O employee engagement strategy 

Create a network / community of engagement champions to drive and continuously improve engagement, employee satisfaction 

Define, drive and support actions resulting from employee survey feedback 


Create and maintain a communications hub where team members can access the latest I&O news and information 

Use multiple communication channels to share updates, news stories and successes 

Create and manage onboarding communications for new starters which provides relevant and useful information about I&O 


Management of all I&O employee events such as Town Halls, All Hands calls, Deep Dives etc including scheduling, content, speakers and facilitation 

Gather and act upon feedback from attendees to continuously improve future events 

Management of any events relating to communication and engagement strategies such as round tables, skip level meetings etc 

Graduate programme 

Be the point of contact within I&O for our graduates – providing advice, guidance and support as needed 

Manage the graduate placement plan considering headcount, budget, skills and capabilities 

Create a programme of activities, engagements and training for I&O graduates to ensure they have full exposure to all areas of I&O 

Training and skills 

Identify skills gaps across the I&O team, own and coordinate training curriculums leveraging both internal and external training solutions to resolve gaps and to meet demand 

Develop training curriculums working with HR to provide career path opportunities 

Evaluate the overall effectiveness of learning solutions and communicate evaluation outcomes to the I&O leadership, making recommendations for ongoing improvement 

Define training success metrics and provide reports on those metrics to appropriate review forums 

Executive reporting 

Facilitate the completion and submission of all executive reporting required, for example Quarterly Business Report, Monthly IT Operations reporting, weekly CEO report etc. Audiences for reporting include I&O Leadership Team, IT Leadership Team, CIOs and CEO. 

Supervisory/Interpersonal- Experience Required

  • Advanced interpersonal skills with demonstrable ability to build rapport and to articulate complex technical solutions in business terms.
  • Conveys confidence and professionalism, positively influencing and persuading others to take a specific course of action when there is no direct line of command or control.
  • Broad knowledge of a variety of technologies to the point of being able to reasonably direct and/or challenge solutions/proposals from others.


  • Bachelor's Degree or equivalent work experience 
  • 3+ years of engagement management experience developing and leading programs
  • Demonstrated leadership, collaboration, project management, problem-solving, and influencing skills
  • Must be a clear and articulate communicator and have professional poise and presence with a diverse set of audiences, with the ability to partner across all levels
  • A proven track record as a decisive, action-oriented individual, who has led cross-functional global teams to define and achieve high value objectives

More Information

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.

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