Director, Digital Customer Experience

National Grid • Regular • Waltham, US • £196k / year • 24m ago

About us

National Grid is hiring a Director of Digital Customer Experience for our Customer Product Management team. This position can be located in NY or MA.

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.

Job Purpose

At National Grid, we are committed to delivering innovative, customer-focused digital solutions that enhance how our customers interact with us every day. We are seeking a passionate and skilled leader to join our team as the Director of Digital Customer Experience to lead the strategy, design and delivery of seamless and exceptional digital experiences that meet customer needs.

The Director will lead a team of digital product managers and collaborate closely with IT, customer experience, and executive leadership to translate customer insights into business opportunities. You will own the digital experience roadmap, drive performance through data and analytics, and ensure our digital platforms reflect our commitment to service excellence, accessibility, and innovation. The ideal candidate brings a passion for user-experience design, a deep understanding of front-end and back-end technologies, and a track record of delivering impactful digital products in complex, customer-facing environments.

Key Accountabilities

Develop and implement a comprehensive digital product strategy and long-term vision that aligns with the overall customer strategy and enhances the customer experience through best-in-class digital products.
Define a clear product vision and translate it into actionable strategies that support business objectives and drive innovation.
Conduct market research and white space analysis to uncover opportunities for new features and functionalities that meet customer needs.
Collaborate with business owners and agile product teams to create and align digital product roadmaps with the company’s broader portfolio planning.
Oversee the development and implementation of data pipelines that extract, transform, and load data into information products for insightful analysis.
Partner with IT to effectively manage the roadmap and backlog for all digital products, ensuring timely delivery of capabilities that meet business requirements.
Direct requirements discovery, solution design, user story writing, feature development, and user acceptance testing to ensure high-quality product delivery.
Work collaboratively across departments to identify key capabilities, address potential product development issues, and ensure alignment on feature prioritization.
Partner with Marketing to develop positioning, messaging, and go-to-market strategies that differentiate our products from competitors and drive customer adoption.
Continuously evaluate product performance to inform iterative improvements and enhance the overall customer experience.

Qualifications

Bachelor's degree in Business, Marketing, IT, or a related field.
5+ years of experience in a customer-facing business environment, including, but not limited to, customer experience management, digital strategy, product management, IT, or other related leadership roles.
Proven track record of leading transformational change initiatives and driving strategic outcomes.
Strong analytical skills with experience in developing metrics and data modeling to inform decision-making.
Expertise in establishing performance frameworks and reporting, leveraging performance software (e.g., PowerBI) to enhance organizational effectiveness.
Financial acumen with the ability to translate metrics into actionable business insights and financial results.
Exceptional leadership skills, with a demonstrated ability to inspire and manage high-performing teams.
Excellent communication, influencing, and interpersonal skills, with the ability to engage and align stakeholders at all levels.
Proven ability to collaborate effectively across departments and with senior leadership to drive organizational goals.
Adaptability in communication style based on the audience and organizational culture, ensuring clarity and impact.

More Information

Salary Range:

Massachusetts: $196,000 - $230,000

Upstate, NY: $174,000 - $205,000

Downstate, NY: $209,000 - $246,000

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.