National Grid LMI (Low/Moderate Income) Strategy Specialist in Waltham, Massachusetts
_About the Position_:
The LMI (Low/Moderate Income) Strategy Specialist will be responsible for identifying and understanding the unique needs and challenges faced by National Grid’s low and medium income residential customers. Develops and scales product offerings and outreach and engagement approaches best suited to meet these needs. This role will include direct engagement with advocacy groups and service organizations focused on LMI customers within the Company’s service territory, interactions with regulators and other external stakeholders concerned with outcomes among these customers, and close coordination with the many functions within National Grid charged with delivering products and services to this customer segment. The LMI Customer Strategy Principal will also be expected to shape and drive the conversation, both internally and externally, around how the Company serves LMI customers, including identifying and managing to the jurisdiction specific measures and metrics to be used in evaluating National Grid’s progress in best meeting the needs of customers in this segment.
_Position Responsibilities (including but not limited to):_
Develops an understanding of customer needs and priorities, including how LMI customer needs may differ from more general customer population needs, and resulting gaps in current offerings and approaches. Applies critical thinking through insight gained via internal/external research, analysis, and best practices to creatively design solutions that meet or exceed customer expectations with respect to company assistance in managing affordability and volatility of energy spend
Uses data-driven approaches and analysis to identify and expand opportunities to better serve LMI customers in National Grid’s service territory, including leveraging input from external stakeholders and best practices from the utility and other relevant industries
Actively engages with external stakeholders representing the interests of LMI customers, and continually expands National Grid opportunities to interact with, learn from, and leverage LMI advocacy and service organizations in order to gain a deeper understanding of LMI customer needs and inform the design and delivery of solutions and offerings targeted to these customers
Partners with internal teams and external partners to continually evaluate and improve the portfolio of company outreach and education efforts targeting increased LMI customer awareness and adoption of Company offerings targeted to the segment.
Identifies the core metrics and key performance indicators that the Company should be using to evaluate the impact of LMI customer programs and efforts. Works with internal teams to ensure timely and accurate reporting of these metrics. Utilizes these reporting outputs to gain insights into gaps in current company offerings, and opportunities to better serve LMI customers.
Gains approval from regulators and other external stakeholders on proposed plans and anticipated outcomes through successful management of the regulatory process, including balancing demands across a diverse set of external stakeholders and interests. Develops and communicates Company gas growth strategy in the context of strategic priorities around improved customer satisfaction results and operating expense efficiency
_Knowledge & Experience Required:_
Bachelor's degree in a business, social science, or engineering related area, and 7 years of related experience. Graduate degree is preferred.
Experience in engaging with advocacy groups or social service agencies focused on serving the needs of the LMI community. Direct experience working with low income customers a plus.
Research experience in analysing social or economic challenges facing specific customer populations, and evaluating the observed or prospective impact of potential solutions to these issues
Experience in a consulting or advocacy group environment interacting with, making recommendations to, or negotiating with policy makers
Experience delivering executive-level communications in written and verbal formats.
Proficiency in relevant software e.g. Microsoft Office products (Excel, Word, PowerPoint).
Knowledge of National Grid's business operations, company policies and practices.Knowledge of division policies, processes and fields of work.
Strong oral and written communications skills. Spanish language skills a plus.
This position is one of National Grid’s career path roles which provide for promotional opportunities within and across salary bands as you develop and evolve in the position by gaining experience, expertise and acquiring and applying technical skills.
//National Grid is an equal opportunity employer thatvaluesa broad diversity of talent, knowledge, experience and expertise. We foster a culture ofinclusion that drives employee engagement to deliver superior performance to the communities we serve. National Grid is proud to bean affirmative action employer. We encourage minorities, women, individuals with disabilities and protected veterans to join the National Grid team.//
Job: *Customer Group
Organization: *Customer Group
Title: LMI (Low/Moderate Income) Strategy Specialist
Requisition ID: 20182362