Customer and Insight Analyst

About us

At National Grid, we light up the world by harnessing the unique strengths of our people. Join us as a Customer and Insight Analyst to be part of a team that's driving forward the energy transition, creating a brighter, more sustainable future for all. Unleash your superpower and bring energy to life.

National Grid is hiring a Customer and Insight Analyst for our Customer Connections department based in Warwick.

About the role

Within Customer Connections, the Customer Strategy & Insight Team is responsible for the NGET strategic approach to customers, ensuring forward looking approaches to identifying and meeting the needs of all customer types. 

This team is dedicated to ensuring the Customer Connections department is able to anticipate and respond to the needs of customers, both now and in future.    

This role is accountable for understanding & model existing customer insight to ensure Customer Connections is proactive in it’s approaches to existing customers.

What you'll do

• Support the Customer Strategy and Insight Team Manager to:
  • Developing short- and long-term initiatives, in line with the NGET Customer Strategy, designed to improve NGET customer service.
  • Represent CC and NGET externally in engagements that support Demand & Generation customer insight and effectively brought back into the business (including direct customer meetings, wider Government, and industry stakeholder groups)
  • Establish an enduring model to share knowledge on Demand & Generation customer groups, bringing together stakeholders across Electricity Transmission and Strategic Infrastructure whose work impacts this customer base. 
  • Support on relevant Stakeholder sentiment analysis regarding customer connections work.
• Attend external research/events that support the creation of insight on existing customers for maintenance of the National Grid Electricity Transmission Customer Strategy.  
• Establish, monitor, and interpret customer feedback of all types to provide insights to Customer Management, operational teams and feed into the NGET Customer Strategy.  
• Manage trend and overall root cause analysis for customer queries and complaints to feed insights on top issues back to team and continually inform NGET customer strategy. 
• Inform relevant teams within Customer Connections of key customer insights, including any identified improved ways of working/process improvements because of customer/industry insights. 
• Identifying any data challenges and proactively feeding back into wider Customer Management team to ensure customer data is accurate and up to date to enable accurate reporting as maturity of data confidence continues.
• Analysis of appropriate data including employee and operational data to understand drivers of satisfaction and root causes of dissatisfaction.

What you'll need

• Demonstrable numerate and analytical capabilities
• Strong experience of statistical modelling and/or stakeholder analysis, ideally in a marketing or sales or similar commercial environment
• Expert user of Excel and proficient with Salesforce CRM
• Proficient in data visualisation tooling, preferably PowerBI.
• Excellent sense of business awareness and ability to interpret and make strong relevant business recommendations from the results of complex analysis
• Experience of providing a mix of strategic and tactical solutions to current business problems
• Excellent consultancy skills and communication of complex material, such that complex and critical strategic recommendations are accepted and acted upon
• Significant experience presenting insights and recommendations to a variety of audiences both verbally and written
• Degree (or equivalent) or relevant experience

What you'll get

• Salary between £46,000 to £54,000 dependent on experience
• Excellent work/life balance and company culture
• 26 days annual leave plus 8 statutory days
• The option to buy additional or sell holiday
• Generous contributory pension scheme - we will double-match your contribution to a maximum company contribution of 12%. Overall 18%
• Financial support to help cover the cost of professional membership subscriptions, course fees, books, exam fees and time off for study leave – relevant to your role
• Access to flexible benefits such as a share incentive plan, salary sacrifice car and technology schemes, support via employee assistance lines and matched charity giving to name a few
• Family care benefits including a back-up care service for when your usual care arrangements fall through (six paid days each year as standard with the option to purchase further days)
• Access to apps which support health, fitness and wellbeing

More information

National Grid Electricity Transmission (NGET) is at the heart of energy in the UK. The electricity we provide gets the nation to work, powers schools and brings energy to life. Our energy network connects the nation, so it’s essential that it’s continually evolving, advancing and improving.

In NGET we are passionate about both operating our network safely and providing highly reliable quality of supply for our customers. At the heart of achieving these outcomes is the effective control and operation of our network.

To find out more about us, please follow the link below:

https://www.nationalgrid.com/electricity-transmission/ 

The closing date for this vacancy is 24/09/24

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