New

Manager, Voice of the Customer

National Grid
$122,000 - $144,000
United States, Massachusetts, Waltham
Jul 16, 2025
Manager, Voice of the Customer The Opportunity National Grid is hiring a Manager, Voice of the Customer, for our Customer Experience Strategy & Insights team. This 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 Role The Manager will lead a dynamic team of Voice of the Customer analysts-integrating insights across the organization to foster a shared understanding of customer needs, pain points, and opportunities. The Voice of Customer team works closely with leadership within the National Grid US to inform strategic decision-making and is responsible for trend and scenario analysis, strategic data and information, and other customer data analytics in support of strategic planning and execution for the US business segments. What You'll Do * Lead a team of research and insights professionals to develop and nurture an in-depth understanding of National Grid's customers' perceptions, preferences and behaviors * Shape and manage customer sentiment and voice-of-customer programs, including survey design, vendor management, and feedback analysis, ensuring insights are accessible, actionable, and drive measurable improvements * Deliver compelling insight reports and executive briefings that clearly communicate customer sentiment, trends, and opportunities * In collaboration with other internal teams, bring to light issues and opportunities, and recommend actions that should be implemented to optimize initiatives * Support broader strategic initiatives, such as propensity modeling, journey mapping, segmentation and other efforts in support of building a customer-first culture * Develop, analyze, report on and champion key performance indicators (KPIs) to measure customer satisfaction and customer experience * Look for opportunities to incorporate learnings from external sources to strengthen recommendations, including industry research, best practices, peer utility sharing, etc. * Manage $3 million annual research budget About You * High school diploma or GED required, Bachelor's degree preferred * 5+ years of experience in business, strategic planning, market research, analytics and data science, or related discipline preferred * 5+ years of work experience in qualitative and quantitative research required * Knowledge of technology platforms supporting analytics and research (e.g. Qualtrics, Medallia, Calabrio) required * Solid executive presence and business acumen to be able to present and defend research design thoughts and key milestones to peers & executive level stakeholders required * Proven ability to build an independent opinion of customer needs, problems and/or opportunities and design appropriate solutions required * Demonstrated ability to make complex ideas or situations clear, simple and easy to understand required * Valid driver's license required More Information Salary Upstate NY: $122,000 - $144,000 Downstate NY: $147,000 - $173,000 a year MA: $138,000 - $162,000 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. At National Grid, we work towards the highest standards in everything we do, including how we support, value and develop our people. Our aim is to encourage and support employees to thrive and be the best they can be. We celebrate the unique differences people bring into our organisation, and welcome and encourage applicants with diverse experiences and backgrounds, and offer flexible and tailored support, at home and in the office. Our goal is to drive, develop and operate our business in a way that results in a more inclusive culture. All employment is decided on the basis of qualifications, the innovation that comes with having diverse teams and business need. We are committed to building a workforce that is representative of the communities we serve and provide a working environment where everyone feels valued, respected, fairly treated, and able to reach their full potential.