Customer Insights Analyst
6 days ago
About National Grid
National Grid is a leading energy company that powers the nation. Our electricity network connects the country, and we're committed to providing reliable and safe energy to our customers.
Job Summary
We're seeking a skilled Customer Insights Analyst to join our Customer Connections department. As a key member of our team, you'll play a critical role in driving forward our customer strategy, ensuring we meet the needs of all customer types.
Key Responsibilities
- Support the development of short- and long-term initiatives to improve customer service, aligned with our customer strategy.
- Represent National Grid externally, engaging with stakeholders to gather insights on customer needs and preferences.
- Establish a knowledge-sharing model to bring together stakeholders across the organization, ensuring a unified approach to customer groups.
- Monitor and interpret customer feedback, providing insights to inform our customer strategy.
- Manage trend and root cause analysis for customer queries and complaints, feeding insights back to the team.
- Inform relevant teams of key customer insights, identifying improved ways of working and process improvements.
- Identify data challenges and proactively address them to ensure accurate and up-to-date customer data.
Requirements
- Demonstrable numerate and analytical capabilities.
- Strong experience in statistical modeling and/or stakeholder analysis, ideally in a commercial environment.
- Expert user of Excel and proficient with Salesforce CRM.
- Proficient in data visualization tooling, preferably PowerBI.
- Excellent business awareness and ability to interpret and make strong business recommendations.
- Experience in providing strategic and tactical solutions to business problems.
- Excellent consultancy skills and communication of complex material.
- Significant experience presenting insights and recommendations to various audiences.
- Degree (or equivalent) or relevant experience.
What We Offer
- 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.
- Financial support for professional membership subscriptions, course fees, and study leave.
- Access to flexible benefits, including a share incentive plan and employee assistance lines.
- Family care benefits, including a back-up care service.
- Access to apps supporting health, fitness, and wellbeing.
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