The American Society of Mechanical Engineers (ASME)


12 hours

Program Manager, Customer Value & Performance

Waltham, MA
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Description: Description About the Position: To amplify our customers’ voices, giving them a say in National Grid’s decision making at every level, and to help our process teams focused on customers’ end-to-end journeys through National Grid improve their performance and measure their success.
Position Responsibilities (including but not limited to): Collaborate with various groups within National Grid (Customer Insights, Marketing, Communications, Customer Escalations, etc.) to develop a comprehensive voice of our customers Articulate a customer value proposition and develop creative engagement tools; dashboards and other methodologies to more deeply engage employees at all levels about customer insights that can inform decisions, projects, and priorities. Advance the National Grid’s understanding and application of metrics to measure improvement of customer experience Build and run a Customer Experience Dashboard that assesses near-term performance and provides framework for forward-looking commitments to improvements Create a process to extract customer insights from Customer Escalations teams and use those insights to drive business decision-making Continually assesses external sources for leading customer engagement capabilities and provide those insights back to end-to-end process teams Make customer insights actionable by translating them into business opportunities and connecting disparate sources of information Provide leadership and knowledge in setting critical improvement KPIs that drive end-to-end thinking and process excellence. Develop and execute reporting that ensures more meaningful problem resolution through hubs and evolving escalation channels, using data including trending of metric Manage efficient performance reporting that arms our executives to have meaningful discussions about the internal end-to-end processes that touch our customers Work with functional process working group members to formalize and automate the KPI tracking process.
Qualifications Knowledge & Experience Required: Bachelor’s degree required 3+ years of experience managing customer-focused programs Demonstrable “customer obsession” Ability to successfully bring together and drive cooperation across diverse teams with potentially conflicting goals and objectives Performance Excellence, Lean, Six Sigma, and/or other process improvement technique expertise is 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 that value s a broad diversity of talent, knowledge, experience and expertise. We foster a culture of inclusion t hat 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.

Job : Customer Group Primary Location : MA-Waltham Organisation : Customer Group Schedule : Full-time Job Posting : Mar 1, 2018, 6:56:40 PM Unposting Date : Ongoing

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Program Manager, Customer Value & Performance

National Grid
Waltham, MA

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National Grid
Waltham, MA

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