Operations Analyst

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POST DATE 8/11/2016
END DATE 10/11/2016

National Grid Hicksville, NY

Hicksville, NY
AJE Ref #
Job Classification
Full Time
Job Type
Company Ref #
Mid-Career (2 - 15 years)
Bachelors Degree



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JOB ID 20162765 DATE POSTED 08/10/2016 Description

Job Purpose:

This position is responsible for supporting the implementation of the portfolio of Customer Experience Transformation initiatives internally and within the lines of business. This position will develop plans and ways of working to assure a well-tested and seamless implementation of new processes and services. This role will also support the design and implementation of pilot programs, projects and policies within the Customer Experience Transformation area to improve the working of National Grid.

Key Accountabilities:

*Develop with the business(es) and PEx practitioners the new business requirements to deliver to CTS & IS requirements for any new technology solutions to be implemented.

*Support post implementation development with business; including delivery of continuous improvement, definition of key operational performance indicators and metrics, process for monitoring those KPIS and building sustainability

*Design and deliver UAT& Q/A test plans with the business; including processes/templates that can be used for various projects

*Understand, research, coordinate and recommend channels for delivery of new services and effectively deployment of preference management based on customer behaviors

*Responsible for directing creative problem solving through coordination with PEx practitioners, all lines of business involved and SMEs to bring the team to most effective resolution.

*Identify change & communications needs , inform and coordinate with overall CXT Change & Communications Strategy (Business)

*Prepare and write relevant documentation in order to assure that all stakeholders are fully informed and all evidence or statistics are documented, including building in pilot and sustained business UAT and QA protocols

*Design, develop and implement CXT scorecards that illustrate customer experience with new initiatives; supporting the organization to continue to develop and deliver a high level of service and remain a market leader.

*Monitor the external marketplace to keep up to date with best practice and emerging trends in the delivery of on-line communications/experiences, and apply knowledge to put in place improvements in National Grid s use of on-line channels and tools to support effective communications/User Experiences.

*Collate and analyze customer and business benefits using internal as well as financial data within one or multiple areas using pre-determined tools, methods and formats in order to support the department s decision making process and proving business case for continuing pilots / projects; recommending adjustments where appropriate

*Build upon technical/professional skills within own area of specialism or of other processes in order to continually grow your personal contribution to the business.

*Develop relationships with internal and external stakeholders in order to obtain and share information that will benefit National Grid s Customer Experience Transformation Strategy.

*Monitor and review work undertaken by project team members in order to provide recommendations and feedback on the appropriate use of materials, tools, and equipment.


Knowledge & Experience Requirements:

*Bachelor's degree in a business, IS or engineering related area and up to 2 years of related experience, or equivalent work experience. An advanced degree/credits is preferred.

*Knowledge and experience of one broad work process.

*Knowledge of National Grid's business operations, company policies and practices preferred.

*Knowledge of relevant industry practice preferred.

*Proficient in relevant software e.g. Microsoft Office products (Excel, Word, PowerPoint) and other database type products.

*Basic understanding of project management techniques and methods.

Capability Requirements:

*Analytical Thinking (2): Identifies basic relationships between sources of data, such as cause and effect or if-then relationships

*Impact and Influence (1): Uses direct persuasion to influence others, using basic data, logic or a solid business case

*Customer Orientation (2): Takes personal responsibility for correcting problems promptly and undefensively and communicates customer expectations to monitor delivery and satisfaction

*Attention to Detail (2): Reviews accuracy of own work and checks that all details are completed


:Marketing & Cust Experience




:MA-Waltham, NY-Syracuse, NY-Brooklyn


:Marketing & Cust Experience




:Aug 10, 2016, 12:00:00 AM


:Oct 9, 2016, 11:59:00 PM

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