Delivering for our customers is one of National Grid’s strategic priorities. However, with our current systems and processes we face constraints that hinder our customer service and ability to effectively manage customer Moments That Matter. As a result, National Grid US has decided to partner with Kraken to adopt their Customer platform.
Implementing Kraken’s SaaS solution and related operating model is expected to start in September 2025 and take 3-3.5 years. We are in the midst of building out a program team to focus on this critical transformation.
The Kraken Business Readiness and Change Director is responsible for developing, leading and managing the change management strategy, execution, and stakeholder readiness for the Kraken Transformation Program. This role ensures that all stakeholders, including employees, leadership and business units, are fully prepared to adopt the new CIS platform and operational processes, with support from our unions and regulators.
This role requires deep expertise in change management, stakeholder engagement, training, and workforce adoption to drive successful transformation and business continuity. The Kraken Business Readiness and Change Director will work closely with program leadership, the NY and NE business units, and functions such as Regulatory and Corporate Affairs to align change initiatives with business goals and minimize resistance.
