Customer and Insight Analyst

Job Introduction

We have two great opportunities for Customer and Insights Analysts to join our team. These are new roles where you will have the freedom to help shape a newly formed function that’s putting the customer at the centre of everything we do.

The team are responsible for the NGED strategic approach to customers, ensuring forward looking approaches to identifying and meeting the needs of all customer types.

We are dedicated to ensuring the Customer Excellence department can anticipate and respond to the needs of customers, both now and in future.

The location of the role can be based either in Castle Donington, Cardiff or Bristol. As part of our hybrid working approach this role offers a mix of office and home working. Hybrid working can only be considered once your initial training is complete and subject to business need.

Main Responsibilities

• Support the Customer Strategy and Insight Team Manager to:
• Develop short- and long-term initiatives, in line with the NGED Customer Strategy, designed to improve NGED customer journeys.
• Establish an enduring model to share knowledge on customer groups, bringing together stakeholders across Customer Excellence, Connections and Field Operations whose work impacts this customer base.
• Support on relevant Stakeholder sentiment analysis regarding customer journey work.
• Represent NGED externally in engagements that support the generation of customer insight and effectively bring back into the business (including direct customer meetings, wider Government, and industry stakeholder groups)
• Analysis of appropriate data including employee and operational data to understand drivers of satisfaction and root causes of dissatisfaction.
• Establish, monitor, and interpret customer feedback of all types to provide insights to Customer Management, operational teams and feed into the NGED Customer Strategy.
• Manage trend and overall root cause analysis for customer queries and complaints to feed insights on top issues back to team and continually inform NGED Customer Strategy.
• Inform relevant teams within Connections and Field Operations of key customer insights, including any identified improved ways of working/process improvements because of customer/industry insights.
• Identifying any data challenges and proactively feeding back into wider IT&D team to ensure customer data is accurate and up to date to enable accurate reporting as maturity of data confidence continues.
• Continuous engagement with critical customer related SME’s to enable business knowledge to inform insights as part of BAU (Working closely with Connections, Field Operations and IT&D teams)
• Attend external research/events that support the creation of insight on existing customers for maintenance of the NGED Customer Strategy.
• Act as a subject matter specialist for surveying practice and survey insight interpretation
• Analyse trends in views of customers to identify best practice in both maintaining a healthy surveying mechanism.
• Ensure any customer feedback survey design and method maximises response rate, action ownership, at both local and macro level. Ensure feedback insight enables trend and driver analysis.
• Act as subject matter specialist in Customer Excellence related KPI reporting.

Ideal Candidate

We are looking for curious individuals who can demonstrate the ability to assemble complex ideas, issues, and observations into clear and simple explanations. Being proactive and able to comfortably work autonomously or as part of a broader team/network on projects. Have Meticulous attention to detail and be able to create and promote an environment which strives for continuous improvement and the implementation of best practice. A degree (or equivalent) in a relevant subject or demonstrable work experience in a similar role is essential along with proven experience in the following areas:

Analytics

• Demonstrable and excellent numerate and analytical capabilities
• Strong experience of statistical modelling and/or stakeholder analysis, ideally in a marketing or sales or similar commercial environment
• Expert user of coding language such as Python or SQL and proficient with CRM systems and Excel
• Proficient in data visualisation tooling, preferably OuickSight or PowerBI.

Commercial Application

• Excellent sense of business awareness and ability to interpret and make strong relevant business recommendations from the results of complex analysis
• Experience of providing a mix of strategic and tactical solutions to current business problems

Stakeholder Management

• Excellent consultancy skills and communication of complex material, such that complex and critical strategic recommendations are accepted and acted upon
• Significant experience presenting insights and recommendations to a variety of audiences both verbally and written

National Grid Electricity Distribution is committed to safeguarding the interests of the Company, colleagues and customers. This role is subject to a satisfactory Barring Service, (DBS) check, depending on the role different levels of screening and vetting are required. Some roles require a triannual check.

About Us

We’re National Grid Electricity Distribution (NGED), the owner and operator behind the electricity distribution systems for the Midlands, the Southwest of England and South Wales. Serving communities of more than 8 million people, our expert teams deliver heat, light and power for homes and businesses.

National Grid employs over 29,000 people worldwide. We are building an inclusive workplace, a place to actively celebrate the cultures, personalities and preferences of our colleagues – who in turn help to build the success of our business and reflect the diversity of the communities we serve. Our vision is to be at the heart of a clean, fair and affordable energy future and we are doing this in a fast-moving industry with an increasing focus on tackling climate change, exploring new energy sources that are renewable, low carbon, and improve efficiency to meet demand.