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Senior Analyst, Customer Insights
National Grid
Develop and implement customer segmentation strategies to improve experience.
8d ago
$103,000 - $121,000
Intermediate (4-7 years), Experienced (8-12 years), Expert & Leadership (13+ years)
Full Time
Waltham, MA
Hybrid
Company Size
23,000 Employees
Service Specialisms
Engineering
Construction
Project Management
Technical Services
Consulting
Design
Operations and Maintenance
Sector Specialisms
Energy
Electricity Transmission
Electricity Distribution
Gas Transmission
Gas Distribution
Hydrogen Transmission
Carbon Capture and Storage (CCS)
Infrastructure
Role
What you would be doing
customer insight
feedback loops
segmentation analysis
dashboard reporting
insight integration
strategy design
- Build deep expertise in the assigned customer segment, including their needs, behaviors, adoption drivers, and barriers, to ensure strategies are rooted in customer realities.
- Establish ongoing feedback loops with business teams and customers to refine and evolve strategies, ensuring they remain relevant and impactful.
- Enable business teams to embed segment insights into decision-making, helping them refine targeting, improve program effectiveness, and enhance customer experience.
- Communicate insights and strategies through clear narratives, dashboards, and playbooks that demonstrate how segmentation connects to business outcomes.
- Partner with the data scientist to interpret segmentation outputs (e.g., propensities, clustering, participation trends) and translate these into actionable strategies for program design, outreach, and engagement.
- Develop segment strategies by working closely with business teams to identify challenges, uncover needs, and translate them into analytics-driven insights. Use segmentation frameworks to recommend where and how to engage customers more effectively.
- Collaborate with other segmentation strategists to align approaches across segments, share best practices, and avoid siloed efforts.
What you bring
predictive analytics
clustering
ba degree
3+ years
communication
problem solving
- Ability to translate business challenges into structured segmentation needs and strategies.
- Excellent communication and influence skills; confident working with both technical and non-technical stakeholders.
- Familiarity with diagnostic and predictive analytics concepts such as clustering, propensities, influence analysis etc. to be able to interpret outputs in a business context.
- BA in business related field and 3+ years of experience in strategy/consulting roles.
- Curiosity, empathy, and a problem-solving mindset that ensures strategies reflect customer realities and deliver measurable outcomes. Obsession with building customer-centric solutions and strategies is paramount.
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Company
Overview
1990 Founded
Year Established
The company was established in 1990 to deliver electricity and gas to millions of homes and businesses.
15,000 km
High-Voltage Network
Manages an extensive electricity transmission network of high-voltage lines across the UK.
- Plays a critical role in delivering electricity and gas to millions of homes and businesses.
- Operates in both the UK and US, ensuring safe and reliable energy distribution.
- Deeply involved in the development of renewable energy infrastructure, including wind and solar projects.
- Key projects include cross-border power links to improve energy security and integrating low-carbon solutions.
- Continually innovates to meet growing energy demand while reducing environmental impact.
- Operates in both electricity and natural gas distribution across a vast geographical area in the US.
- Invests in sustainability initiatives and clean energy infrastructure.
- Stand up for safety every day
- Put our customers first
- Be inclusive, supporting and caring for each other
- Speak up, challenge and act where something doesn’t feel right
- Embrace the power and opportunity of diversity
- Increase efficiency to help with customer affordability
- Work with others to find solutions for customers
- Commit to learning and new ideas
- Take personal ownership for delivering results
- Be bold and act with passion and purpose
- Focus on progress over perfection
- Follow the problem through to the end
£51B Investment
Green Infrastructure Commitment
The company has committed to investing £51 billion in green infrastructure projects by March 2029.
Net Zero 2050
Carbon Neutral Goal
Achieve net zero emissions across Scopes 1, 2, and 3 by 2050.
60% Reduction
GHG Emissions Target
Aim to reduce absolute Scope 1 and 2 GHG emissions by 60% by 2030-31 compared to the 2018-19 baseline.
99.4% Diversion
Construction Waste Management
99.4% of construction waste is diverted from landfill.
- 37.5% reduction in absolute Scope 3 GHG emissions by 2033/34 (excluding sold electricity)
- 100% electric light-duty fleet by 2030; transition medium/heavy-duty to zero-carbon alternatives
- 50% reduction in absolute SF6 emissions by 2030/31
- 20% reduction in energy consumption in flagship offices by 2030/31
- 50% reduction in annual air-travel emissions by 2025/26 (from 2019/20 baseline), with remaining emissions offset
- Engage top 50% of US suppliers (by emissions) and top 80% of UK suppliers to set Science-Based Targets by 2025/26
- 17% reduction in controllable Scope 1 and 2 emissions since FY19
- Connecting 1.35 GW of new low-carbon generation to the network in 2023-24
- 100% renewable energy purchased for metered estate
- 7.9% improvement in environmental value of non-operational land since FY21
- 100% of construction projects committing to deliver 10% net gain or greater
- Zero waste to landfill across key areas by 2026
- Restore natural environment by 10% on UK-managed land
- ISO 14001 integrated management system certification
Ranked #1 UK
Gender Equality Ranking
Recognized as the top company in the UK and ranked globally by Equileap in 2021.
84% Score
Workforce Disclosure Initiative
Achieved an 84% score in the Workforce Disclosure Initiative in 2022, reflecting strong progress in inclusion and diversity practices.
#1 in Times Top 50
Gender Equality Employer Ranking
Named the number one employer for gender equality in the Times Top 50 Employers list for 2023.
Bloomberg Gender‑Equality Index
Index Inclusion
Included in the 2023 Bloomberg Gender‑Equality Index, recognizing commitment to transparent reporting and advancing women's equality.
- Aspiration to be among the most inclusive, diverse and equitable companies in business
- Embed inclusion into everything we do
- Build a diverse and innovative green workforce for our customers
- Deliver organisation‑wide equity through our processes
- Use our voice, platform and influence to create dialogue and elevate issues
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