Job Purpose

The Customer Performance Lab plays a critical role in improving the end-to-end customer experience across the entire Customer organization-including Customer Experience, Call Center AMI, Meter-to-Cash, Billing, and Connection. The team focuses on understanding how customers interact across digital, operational, and field channels, and identifies opportunities to simplify processes, reduce friction, and deliver a more seamless customer journey.

This role is responsible for transforming complex, cross-channel data into actionable insights that directly enhance customer outcomes. By analyzing customer behaviors, touchpoints, and pain points across the journey, the successful candidate will help drive experience improvements, increase operational efficiency, and support customer-centric decision making.

The candidate will leverage advanced SQL, data processing, and analytical expertise to develop reporting, perform multi-channel customer journey analysis, validate datasets, and build dashboards that highlight key drivers of customer experience performance.

This role partners closely with business stakeholders to translate customer journey insights into measurable improvements and support strategic initiatives across the organization.

Key Accountabilities

• Analyze end-to-end customer journeys to identify pain points, friction, and improvement opportunities
• Develop, test, evaluate, tune, and deploy predictive and machine learning models
• Coordinate end to end algorithm/model development efforts among advanced analytics team members
• Advise senior leadership about the conclusions drawn from data science projects
• Create clear documentation of workflows, process flows, and methodologies used
• Agile delivery of data collection and analytics
• Gather requirements and documentation of requirement specification / Power BI report development for data visualization
• Analytical, Investigative reasoning and problem-solving skills

Qualifications

• Bachelor's, Master's, or PhD in Analytics, Economics, Data Science, Statistics, Mathematics, Computer Science, or related field
• 3+ years of experience in data analysis, data modeling, and working with large datasets
• Advanced SQL skills (including complex joins, window functions, stored procedures); proficiency in Python for data processing
• Strong experience building dashboards and connecting cross-channel datasets
• Ability to conduct cross-departmental analysis and translate business requirements into data solutions
• Experience with statistical methods or machine learning is a plus (not required)
• Utility industry experience strongly preferred
• Some Travel is required for this position within the State of Mass and NY.

More Information

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Upstate NY Salary: $114,000 - $133,000 a year

MA Salary: $127,000 - $149,000 a year

Downstate NY Salary: $136,000 - $160,000 a year

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.

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.