Senior Analyst, Customer Contact

National Grid
78000.00
United States, New York, Syracuse
May 05, 2025
About us Superpowered. Meaningful work. Human impact. A story we're proud to tell. This is what matters to us at National Grid. In a world of complexity and unanswered questions, there is one thing we're certain about: the power of our people. Join us in our goal to deliver 100% fossil-free heat to our customers by 2050! National Grid is hiring a Senior Analyst for the Office of the President This position can seat in Syracuse, Albany, Brooklyn or Melville, NY This is a Hybrid Role - Must live within a commutable distance to one of our locations Job Purpose Join our team and help us improve the customer experience at the highest level. We're seeking a skilled Senior Analyst to support escalated customer complaints, regulatory reporting, and stakeholder communications in New York. You'll collaborate with internal teams and regulators to ensure timely resolution of complex complaints and data-driven improvements. Key Accountabilities Resolve, track, and report on escalated complaints Communicate with internal and external stakeholders Develop dashboards and tools to drive performance Support regulatory reporting and discussions Contribute to process improvements based on root cause analysis Key Competency Requirements Understanding Others: Ability to anticipate and interpret stakeholder needs, even when unclear. Influence & Communication: Tailor messaging for impact and engagement. Team Player: Collaborate effectively across functions and geographies. Process-Focused: Skilled at identifying root causes and recommending actionable improvements. Adaptability: Thrive in a fast-paced, changing regulatory landscape. Qualifications Bachelor's degree in Business or related field is preferred. 3+ years in an analytical or relevant experience Customer service focus Proficiency in Excel, Power BI, PowerPoint, and SharePoint Experience with data analytics, reporting, and dashboards Strong written and verbal communication and problem-solving skills Knowledge of utility customer service systems (CSS) and HEFPA is a plus More Information #LI-JF1 #LI-HYBRID Salary $78,000 - $92,000 a year - Upstate, NY $94,000 - $111,000 a year - Downstate, NY Salary commensurate with location and experience 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. Candidates will be assessed and provided offers against the minimum qualifications of this role and their individual experience. National Grid utilizes an assessment that evaluates the job qualifications/characteristics using AI or statistically based scoring. For more information, please view NYC Local Law 144. 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.