Senior Analyst, Voice of the Customer

National Grid is hiring a Senior Analyst, Voice of the Customer, for our Customer Experience Strategy & Insights team. This hybrid position can be located in NY or 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.

The Voice of Customer team seeks a highly organized and inquisitive market research professional to support research study operations, internal stakeholder and external vendor relationships, accuracy and actionability of results, and to help drive a customer-first cultural mindset. The studies capture customer feedback that informs data-driven decisions for stakeholders across the company, including product & service development, contact centers, brand and marketing communications, strategic planning, and regulatory.

* Own research tasks such as mining existing survey data for insights, supporting existing and new research projects, and reporting on monthly requirements
* Oversee and enhance routine operational components of market research projects. This includes, but is not limited to, project management functions like data management, sample file coordination, insights dashboards, quality assurance, monthly reporting, and vendor coordination
* Support implementation of new ways of working to innovate and improve processes
* Investigate customer pain points by analyzing survey data and responses, and other feedback sources
* Support market research budget and procurement tasks and processes.
* Program, field and report out on surveys using an online survey platform (Qualtrics)
* Proactively seek opportunities to incorporate market insights into the team's work, including best-practices from peer utilities and consumer trends

* Help maintain a company-wide voice of customer resource library

* Bachelor's degree required, in an analytical or insights-focused field, such as Marketing, Psychology, Economics, or Social Sciences preferred.
* 3+ years of experience in a market research role required
* Must be able to analyze quantitative and qualitative data and comfortable manipulating large datasets required
* Strong curiosity in what makes customers tick and how to exceed customer expectations in the rapidly evolving energy industry required
* Demonstrated strong attention to detail and ability to effectively and reliably juggle multiple projects, deliverables, and deadlines while ensuring work is accurate required
* Ability to build and nurture internal and external relationships, including getting clarity on research needs from internal stakeholders and working with external vendors to deliver relevant research required
* Proven experience presenting findings to technical and non-technical audiences required
* Experience with Microsoft Office (PowerPoint and Excel) is a must. Experience with market research-related software such as SPSS, Qualtrics, PowerBI a plus
* Valid driver's license required

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