Analyst, Project and Process focused for the Office of the President Job Details | National Grid

National Grid

Waltham, MA

Full Time

Mid Level

73k-86k

3 days ago

Job Description

About the Role

National Grid is hiring an Analyst, Project and Process focused for the Office of the President. This position can be located in Waltham, MA, and is a hybrid role requiring the candidate to live within a commutable distance to the location. The role involves managing executive and stakeholder relationships, addressing escalated customer complaints, and ensuring performance tracking to mitigate regulatory and financial risks. The analyst will serve as a project and process leader, focusing on project execution, process optimization, and performance monitoring to enhance customer satisfaction and reduce risks. The company is committed to delivering 100% fossil-free heat to its customers by 2050 and values diversity, inclusion, and employee engagement.

Key Responsibilities

Lead cross-functional projects to streamline complaint resolution workflows and improve customer experience.
Design and implement process improvements leveraging Lean and Six Sigma methodologies to enhance operational efficiency, reduce process variability, and minimize the volume of escalations through root cause analysis and sustainable corrective actions.
Develop and manage project plans, timelines, and deliverables for initiatives related to customer contact and regulatory response.
Create and maintain performance dashboards and reporting tools to monitor KPIs and regulatory compliance.
Facilitate stakeholder meetings, ensuring alignment on project goals, timelines, and outcomes.
Conduct root cause analysis and recommend corrective actions to prevent recurrence of issues.
Support regulatory reporting and participate in audits and compliance reviews.
Develop and maintain standard operating procedures (SOPs) and training materials for internal teams.
Provide high-touch, white-glove support for key operational initiatives, ensuring exceptional service delivery, proactive issue resolution, and alignment with strategic business objectives.

Requirements

High School Diploma or GED is required. Bachelor's degree is preferred.
2+ years of Project Management, process improvement, or business analysis experience.
Proficiency in Excel, Power BI, PowerPoint, SharePoint, and project management tools (e.g., MS Project, Asana, or Jira).
Familiarity with CSS and PSC HEFPA is a plus.
Experience in utility operations or regulated industries is preferred.
Certification in Project Management (PMP) or Lean Six Sigma is highly desirable.
Strong working knowledge of AI and machine learning is highly desirable.

Nice to Have

Familiarity with CSS and PSC HEFPA.
Experience in utility operations or regulated industries.
Certification in Project Management (PMP) or Lean Six Sigma.
Knowledge of AI and machine learning.

Qualifications

High School Diploma or GED (required).
Bachelor's degree (preferred).

Benefits & Perks

Salary range of $73,000 - $86,000 per year, commensurate with location and experience.
Career advancement opportunities within and across bands.
Inclusive culture fostering diversity and employee engagement.
Support for professional development and technical skill acquisition.

Working at National Grid

National Grid values a broad diversity of talent, knowledge, experience, and expertise. The company fosters a culture of inclusion that drives employee engagement and aims to deliver superior performance to the communities it serves. It is an equal opportunity and affirmative action employer encouraging minorities, women, individuals with disabilities, and protected veterans to join the team.

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