National Grid USA
['Analyst/Sr. Analyst, Emerging Digital Channels','20173274','!*!About the Position:
The Digital Channel Engagement team exists to elevate National Grid’s customer engagement by increasing self-service transactions, channel optimization and improving customer satisfaction across all digital touch points that matter most. The Emerging Digital Channels Analyst will connect the dots across social, mobile and email channels to support this goal and to drive cost efficiencies to help National Grid meet its financial targets and JDx business targets. The analyst will partner closely internally and externally in order to accomplish this.
Position Responsibilities (including but not limited to):
Support development and implementation plans to connect social media, mobile (app and text) and email for message effectiveness and increased self-service transactions among customers.
Support customer email strategy enhancements, including channel automation, to drive effectiveness, consistency and cost efficiencies for the company.
Support the development of ongoing email editorial calendars in partnership with contributors throughout the company: JDx, Customer, Corporate Affairs, Operations, HR, etc.
Create a comprehensive calendar for effective delivery of social media, mobile (app and text) and email in order to achieve high productivity, low costs and efficient work practices and to ensure compliance with National Grid’s policies and procedures.
Spearhead KPI discussions for email, mobile and social media to inform customer performance dashboard, digital performance hub and other tracking studies measuring communications satisfaction among customers.
Partner closely with Web Channel Performance, Web Operations and Customer Experience Transformation to leverage analytics, best practices and learnings to support each other’s goals.
Support the PIO on major incidents such as storms through proactive engagement towards customers on the web, social media, mobile (app and text) and email channels.
Ensure all email, mobile and social media efforts are in compliance with regulatory standards, data security, legal requirements and governance.
Establish strategies, and work with team to document, distribute and translate into processes and procedures that drive greater efficiencies for National Grid and ensure compliance with regulatory standards, data security, legal requirements and governance.
Provide accurate monthly channel forecasting and ongoing updates with Finance and agency partners.
Monitor the external marketplace to identify best practices and emerging trends and apply knowledge to put in place improvements in National Grid’s use of digital communications for customers.
','!*!Knowledge & Experience Required:
Bachelor’s Degree preferred, preferably in Marketing/Communications
3 years’ experience in email communication channels and tools to support the delivery of effective customer communications
Content management experience and email/CRM engine expertise
Experience managing external suppliers and agencies
Sets and commits to achieving/exceeding challenging goals to improve results and creates breakthrough ideas, whilst ensuring budgets are optimized, through drive and ambition in order to effectively balance the interests of National Grid’s customers, shareholders.
Sees multiple relationships, identifying several likely causes or consequences of a situation.
Adapts influencing and negotiating approach and considers what is important to different audiences to form effective relationships with internal and external stakeholders, and ensure a win-win outcome for all parties.
Demands high performance and makes the consequences of non-performance clear in developing high customer communications.
Promotes team effectiveness by soliciting input from team members, communicating expectations of the team and delegating responsibilities while providing support and structure to create cohesive, motivated, and empowered customer communications team.
Leveraging Networks: Actively builds and maintains a network of relationships, outside normal business contacts, collaborating and coordination amongst a number of business and technical groups.
Identifies the key stakeholders in the organization and uses that information and the informal organizational structure to effective collaborate across all parts of the organization to get things done
Proven ability to partner cross-functionally and navigate within a matrix organization
Manages 3-5 digital agency partners and service providers
Budget: circa $1MM
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 that values a broad diversity of talent, knowledge, experience and expertise. We foster a culture of inclusion that drives employee engagement to deliver superior performance to the communities we serve. National Grid is proud to be an affirmative action employer. We encourage minorities, women, individuals with disabilities and protected veterans to join the National Grid team.
','Customer Group','NY-Brooklyn','MA-Waltham, NY-Syracuse, NY-Hicksville','Customer Group','Full-time','Jan 11, 2018','Jan 25, 2018','Analyst/Sr. Analyst, Emerging Digital Channels
National Grid USA
Website : http://www.nationalgridus.com
We are an international electricity and gas company based in the UK and northeastern US. We play a vital role in connecting millions of people safely, reliably and efficiently to the energy they use. We are at the heart of one of the greatest challenges facing our society – delivering clean energy to support our world long into the future.