Lead Performance Lab Product Manager Job at National Grid
Lead Performance Lab Product Manager
Location: Syracuse, NY, US, 13202
Brooklyn, NY, US, 11217
Hicksville, NY, US, 11801
Albany, NY, US, 12204
Waltham, MA, US, 02451
Division: Customer Performance
Job Type:
Requisition Number: 43664
Department:
Job Function: Business Process and Performance
About us
National Grid is hiring a Lead Performance Lab Product Manager. This is a hybrid role that can sit at any of our major offices 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.
Job Purpose
The Customer Performance Lab supports the Customer Digital Experience and Customer Service and the Customer Billing and Collections teams with data insights on digital channels and operations for continuous improvement opportunities across process, performance, and digital portfolios in the Customer Organization.
The Lead Performance Lab Product Manager will take responsibility for delivering data insights to the business through the development of dashboards and data analysis along with business knowledge to develop recommendations for Customer process, digital channels and operations actions for continuous improvement opportunities to drive improved customer experience and value from those insights. The successful candidate will also be responsible for prioritizing the backlog opportunities in Self Service (Digital), Customer E2E process and Customer Service Front Office and Billing and Collections Back Office teams.
Key Accountabilities
- Develop relationships with business teams to help them understand the value of analytics and craft questions to generate maximum value using analytics
- Help data scientists/business teams write those questions into user stories; Translate business questions and goals to data scientists and help them design the analytics solutions
- Translate the analytics solutions back to the business to ensure its actionable and business can drive value from those insights
- Motivate Performance Lab team working within a matrix reporting structure
- Identify and present new project opportunities to leadership
- Monitor performance and improvement in key metrics
- Track benefits of these insights to leadership to drive adoption; Manage analytics score card and help it become a leadership tool to drive value
- Become a data SMEs with time to help expedite analytics problem solving
- Help document the data sources, data elements and data architecture
- Help with analytics use case prioritization and build prioritization framework over time
- Serve as a dedicated resource working directly with leaders and staff to support process improvement.
- Report and communicate the results from performance lab efforts to the leadership team.
- Act as a change agent/coach to instill and sustain changes.
Qualifications
- Bachelor’s in Business, Computer Science, Statistics, Information Systems, Engineering, or related fields
- 5+ years working in data analytics
- Working knowledge of Python, SQL, PowerBI, and similar tools
- Experience connecting business landscapes to Analytics/AI findings to sculpt strategies
- Understanding of business questions, environments, and use case implications
- Passion for driving business value add using data
- Experience with Customer Service/Billing & Collections and Customer Process/Lean Six Sigma a plus
- Some Travel is required for this position within the State of Mass and NY.
More Information
Salary
$105,000 - $123,000 a year - Upstate NY
$125,000 - $147,000 a year - Brooklyn, NY
$115,000 - $137,000 a year - Massachusetts
Salary commensurate with location and experience
$105,000 - $123,000 a year - Upstate NY
$125,000 - $147,000 a year - Brooklyn, NY
$115,000 - $137,000 a year - Massachusetts
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 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: Syracuse
Recruitment Advisory
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