Customer Lifecycle Functional Lead Analyst

Location:Waltham, MA, US, 02451
Division: Product Management
Job Type: Full Time
Requisition Number: 68587
Department:Job Function: Business Process and Performance
About us

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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 Customer Lifecycle Functional Lead Analyst in Waltham, MA
This is a Hybrid Role - Must live within a commutable distance to our Waltham, MA locationsJob Purpose

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The Customer Lifecycle Functional Lead Analyst is responsible for the design, implementation and optimization of the customer enrollment and front-office processes within the Kraken Transformation Program. This role ensures alignment between business requirements, process standardization, and system capabilities, driving operational efficiency and improvements in customer experience.

This position will work closely with business stakeholders, technology teams, and program leadership to ensure that customer onboarding, account management, move-in/move-out, transfers, service requests, payment plans, and customer engagement strategies are optimized and effectively implemented within Kraken.

Key Accountabilities

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• Contributes to business decision-making by analyzing data and ensuring solution requirements are met during deployment.
  
• Supports timely and informed business decisions through research and reporting.
  
• Collaborates with program and Business Unit leadership to support business standards and optimization efforts.
  
• Participates in business standardization activities across jurisdictions, contributing to detailed process design aligned with software capabilities.
  
• Identifies exceptions, document risks, and issues related to standardization and proposes mitigation options.
  
• Supports business process redesign efforts and provides input to change management and operational readiness planning.
  
• Maintains and updates business process mapping (BPM standards), ensuring smooth handoffs to Operational Readiness.
  
• Assists in evaluating the regulatory impact of process changes and helps prioritize related activities.
  
• Coordinates with the regulatory roadmap to support alignment in recovery and communication timing.
  
• Contributes as a key member of a cross-functional team of analysts, providing expertise and support to drive successful project outcomes.
  
• Collaborates effectively to analyze processes, identify improvement opportunities, and implement solutions that enhance operational efficiency and customer satisfaction.
  
• Ensures adherence to defined phase functional/development Entrance/Exit criteria for each release.
  
• Provides production support throughout the program lifecycle, leading up to service introduction.
  
• Contributes to process design and supports the development of functional requirements.
  
• Executes project deliverables to ensure timely completion, proactively identifying potential delays and coordinating with stakeholders to meet deadlines
  

Qualifications

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Required:

• Bachelor's degree and 5-7+ years of experience or HSD/GED and 10+ years of experience supporting data-driven decision-making through analysis, with a strong focus on business processes training development, and customer insights.
  
• Proven experience working with functional teams in large-scale programs.
  
• Ability to network internally and externally to develop successful, long-lasting, supportive relationships/partnerships with others and seek understanding and challenge business scenarios
  
• Expertise in customer engagement strategies, CRM integrations, and front-office workflows.
  
• Familiarity with regulatory compliance and customer service obligations in utility operations.
  
• Ability to drive business decision-making and regulatory coordination.
  
• Demonstrated ability to manage stakeholder communication at all levels, including C-suite executives, IT, Operations, and Regulatory Agencies.
  
• Travel throughout Massachusetts and occasional travel outside of Massachusetts (mainly to New York) will be required A valid driver�s license with a safe driving history that meets National
  
• Grid�s Safe Driver policy is required
  

Additional valued experiences:

• Utility industry
  
• Experience with agile methodologies and lean principles
  
• Experience in customer journey mapping and process optimization
  
• Experience working with self-service and customer engagement platforms
  

More Information

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Salary

$128,000 - $151,000 a year

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.

Nearest Major Market: Waltham

Nearest Secondary Market: Boston