Join to apply for the Director, Digital Customer Experience role at National Grid . Get AI-powered advice on this job and more exclusive features. 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 put us in an unparalleled position to shape the sustainable future of our industry. To be successful, we must anticipate customer needs, reduce energy delivery costs today, and pioneer flexible energy systems of tomorrow. This requires us to deliver on our promises and seek new growth opportunities. Job Purpose At National Grid, we are committed to delivering innovative, customer-focused digital solutions that enhance customer interaction. We seek a passionate leader as the Director of Digital Customer Experience to lead strategy, design, and delivery of seamless digital experiences that meet customer needs. The Director will lead digital product managers, collaborate with IT, customer experience, and leadership to translate insights into business opportunities. You will own the digital experience roadmap, drive performance via data, and ensure our platforms reflect our commitment to service, accessibility, and innovation. The ideal candidate has a passion for user experience, understanding of technologies, and a successful track record in delivering impactful digital products in complex environments. Key Accountabilities Develop and implement a digital product strategy aligned with customer strategy to enhance experience through top-tier digital products. Define product vision and translate into strategies supporting business goals and innovation. Conduct market research to identify new feature opportunities meeting customer needs. Collaborate with business and agile teams to align digital roadmaps with company planning. Oversee data pipeline development for insightful analysis. Partner with IT to manage digital product roadmaps and backlogs for timely delivery. Lead requirements discovery, solution design, user stories, and testing to ensure quality. Work across departments to identify capabilities, address issues, and prioritize features. Partner with Marketing on product positioning, messaging, and go-to-market strategies. Evaluate product performance for continuous improvement and enhanced customer experience. Qualifications Bachelor's degree in Business, Marketing, IT, or related field. 5+ years in customer-facing roles, including experience in customer experience management, digital strategy, product management, or IT leadership. Proven success in leading transformational initiatives and strategic outcomes. Strong analytical skills with experience in metrics and data modeling. Expertise in performance frameworks and reporting tools like PowerBI. Financial acumen for translating metrics into business insights and results. Exceptional leadership and team management skills. Excellent communication and stakeholder engagement skills. Ability to collaborate across departments and with senior leadership. Adaptability in communication style to organizational culture. More Information Salary Range: Massachusetts: $196,000 - $230,000 Upstate, NY: $174,000 - $205,000 Downstate, NY: $209,000 - $246,000 National Grid values diversity and fosters an inclusive culture. We encourage minorities, women, individuals with disabilities, and protected veterans to join us. #J-18808-Ljbffr National Grid
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