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 The Office of the President manages executive and stakeholder relationships by addressing escalated customer complaints and issues submitted to regulatory bodies and company executives. The Analyst will play a critical role in ensuring timely and effective tracking of performance and complaint resolutions to mitigate regulatory and financial risks in New York. In addition to managing complex escalated complaints, the Analyst will support proactive internal and external communications under the guidance of the New York Office of the President Manager. This role requires expertise in data visualization, standard operating procedure (SOP) development, and training, as well as strong relationship-building skills to drive performance and process improvements. Key Accountabilities Create and maintain complaint reporting tools and dashboards for internal stakeholders and regulatory compliance. Manage an active complaint portfolio and maintain open communication with key stakeholders. Develop a structured process for informing customers and teams of complaint status, timelines, and resolutions. Support region-specific needs related to escalated cases and service quality. Conduct root cause analysis and contribute to improvement initiatives. Participate in regulatory discussions and reporting as needed. 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. Minimum of 3-5 years of analytical or relevant experience. Proficient in Excel, Word, Power BI, PowerPoint, and SharePoint. Familiarity with CSS and knowledge of PSC Home Energy Fair Practices Act (HEFPA) preferred. Experience with data analytics, report creation, and performance dashboards. Strong written, verbal, and visual communication skills. Understanding of gas/electric utility operations and regulatory metrics 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.