Every day we deliver safe and secure energy to homes, communities, and businesses. We are there when people need us the most. We connect people to the energy they need for the lives they live. The pace of change in society and our industry is accelerating and our expertise and track record puts us in an unparalleled position to shape the sustainable future of our industry.
To be successful we must anticipate the needs of our customers, reducing the cost of energy delivery today and pioneering the flexible energy systems of tomorrow. This requires us to deliver on our promises and always look for new opportunities to grow, both ourselves and our business.
National Grid is hiring a Senior Analyst, Brand & Customer Communicationsfor ourBrand Management department in Brooklyn, NY
To help drive a positive customer experience and enhance National Grid's brand reputation by communicating with customers regarding their journey as a customer, their bill, rate/commodity changes and the variety of billing and payment options available. Develop communications to support critical customer interactions and leverage data and demographics to target specific customer groups to drive awareness and participation in specific programs.
Work with external advertising agency vendor(s) to develop creative communications and marketing campaigns (including paid media recommendations as needed) to support customer outreach and education of programs and services.
Develop communications that enhance the experience for new customers by developing welcome materials and marketing collateral to drive awareness and adoption of key programs and services, such as paperless billing and payments options and Direct Pay.
Develop education materials to help customers better understand their energy costs including rate and/or commodity changes, how weather and usage impacts their bill and ways to mitigate the impact through a variety of payment plans including budget billing.
Develop communications to inform customers of key service changes designed to improve the customer experience (such as web, mobile, IVR, etc) and for new or other unique service offering for segmented classes of customers (such as Leave on for Landlord program, VTOU, meter updates, etc.) as requested.
Work with Gas Safety Public Awareness team to lead marketing strategy and creative development of outreach and education materials to support regulatory requirements for gas safety market awareness.
Target income-eligible customers for payment arrangement programs and discounted rate programs based on account data.
Develop relationships with internal stakeholders (notably Process Enablement, Customer Delivery, Billing, Digital) to better understand their processes and explore opportunities to enhance communications with customers at critical points in the customers' billing journey.
Manage the budget for projects supported and track accuracy of expenses and accounting.
Keep up to date with marketing/advertising/communications trends to ensure the optimization of best practice for National Grid.
Ensure all customer communications efforts are within the National Grid brand voice, tone and visual guidelines.
Coordinate preparation of the company's annual Outreach and Education Report to the New York Public Service Commission; provide monthly progress updates though the rate case implementation tracker.
Respond to information requests for rate cases regarding outreach and education communications.
Special projects as assigned
Bachelor's degree from four-year university or college; emphasis on marketing or communications is a plus but not required.
Three to five years of experience in a field of marketing or communications.
Strong ability to succinctly and accurately provide written content to agencies and or internal partners.
Experience working with external vendors/agencies and other sponsorship partners.
Have solid strategic initiative and campaign creative assessment capabilities.
Has proven ability to work collaboratively with internal and external stakeholders.
Knowledge of National Grid's business operations, company policies and practices.
Knowledge of relevant industry practice and regulations.
Proficient in all Microsoft office suite applications.
This position has a career path which provides for advancement opportunities within and across bandsas you develop and evolve in the position; gaining experience, expertise and acquiring and applying technical skills.Internal candidates will be assessed and provided offers against the minimum qualifications of this role and their individual experience.
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.