National Grid Business Process Project Manager in Waltham, Massachusetts

_About the Position:_

This position is responsible for developing the overall project management strategy for Customer Experience Transformation (CXT) as well as determining the most effective ways to improve customer and internal processes and deliver exceptional service. The Business Process PM develops ways to maximize efficiency and manage resources and capabilities more effectively and deliver customer value. This role will also support the design and implementation of pilot programs, projects and policies within the Customer Experience Transformation area to improve the working of National Grid.

_Position Responsibilities (including but not limited to):_

  • Develop Project Plan and management capability for overall CXT Program as well as creating alignment and consistency with all projects within the Program. This includes business, change and communications activities and interdependencies as well as IS dependencies (IS Project Plan will be managed through IS).

  • Develop, with PEx practitioners, process reengineering opportunities through SME coordination, opportunity identification, journey maps for existing experiences and delivering future/ to be customer journey map(s) with a plan to achieve.

  • Develop data based recommendations and support sustainment of any organizational design changes necessary to optimize the customer experience by reducing waste, redundancy and unnecessary handoffs and increasing business value.

  • Responsible for directing creative problem solving through coordination with PEx practitioners, all lines of business involved and SMEs to bring the team to most effective resolution.

  • Identify change & communications needs for each project, inform and coordinate with overall CXT Change & Communications Strategy (Business)

  • Prepare and write relevant documentation in order to assure that all stakeholders are fully informed and all evidence or statistics are documented, including building in pilot and sustained business QA protocols

  • Design, develop and implement CXT scorecards that illustrate customer experience with new initiatives, including Pilot Programs; supporting the organization to continue to develop and deliver a high level of service and remain a market leader.

  • Drive and deliver on pilot programs using an agile trial/test approach based on data driven identification of opportunities including KPI development and base lining, working with appropriate teams to design a strong experiment.

  • Deliver business requirements and business UAT support by working with SMEs and process owners for any new technology solutions implemented.

  • Collate and analyze customer and business benefits using internal as well as financial data within one or multiple areas using pre-determined tools, methods and formats in order to support the department’s decision making process and proving business case for continuing pilots / projects; recommending adjustments where appropriate

  • Build upon technical/professional skills within own area of specialism or of other processes in order to continually grow your personal contribution to the business.

  • Develop relationships with internal and external stakeholders in order to obtain and share information that will benefit National Grid’s Customer Experience Transformation Strategy.

  • Monitor and review work undertaken by project team members in order to provide recommendations and feedback on the appropriate use of materials, tools, and equipment.

  • Apply learnings from pilot programs and projects to continuously improve CXT process and delivery.

  • Develop process and policy specifications and criteria, and options and evaluate those options to support senior management decision-making in the relevant field.

  • Research and analyze key themes from a wide range of data sources in order to identify how different scenarios may impact upon the business.

  • Design and implement new processes or policies in order to ensure all working practice (and where relevant, health and safety standards) are compliant with National Grid policies and regulatory requirements.

  • Translate business objectives into clearly defined business cases, annual plans and objectives in order to support achievement of departmental/operational area.

  • Negotiate and agree contracts with outside vendors including standards of work / levels of service to ensure best value for National Grid.

  • Contribute to the identification and formulation of strategic objectives specific to area of work/business unit, in order to drive change and innovation within National Grid.

  • Lead, motivate and develop a professional team, prioritize work and allocate resources in order to ensure results are delivered in line with expectations and customer/business objectives.

  • Manage key external relationships with respect to local unions and regulators, in order to ensure they are managed appropriately and in line with regulatory requirements.

  • Develop and utilize peer group network in order to absorb and apply technical/professional best practice within own area of specialism.

  • Monitor and control allocated human and material resources, maintaining financial and progress forecasting in order to ensure projects are delivered according to schedule and within budget.

_Knowledge & Experience Required:_

  • Bachelor's degree in a business or engineering related area required and 5 years related experience. An advanced degree/credits is preferred.

  • Knowledge and experience of one broad work process.

  • Knowledge of relevant industry practice preferred.

  • Proficient in relevant software e.g. Microsoft Office products (Excel, Word, PowerPoint) and other database type products.

  • Basic understanding of project management techniques and methods.

  • Expert within their field. Extensive and significant knowledge of one field of work or broad technical depth in multiple, related fields sufficient to lead programs or projects.

  • Knowledge of current trends within the industry preferred.

  • Proficient in relevant software e.g. Microsoft Office products (Excel, Word, PowerPoint).

  • Experience of managing project teams and projects independently.

  • Knowledge of budgeting and operational planning.

  • Experience and proficiency in relevant company related IT systems.

_Capability Requirements:_

  • Analytical Thinking (2): Identifies basic relationships between sources of data, such as cause and effect or if-then relationships.

  • Impact and Influence (1): Uses direct persuasion to influence others, using basic data, logic or a solid business case.

  • Customer Orientation (2): Takes personal responsibility for correcting problems promptly and undefensively and communicates customer expectations to monitor delivery and satisfaction.

  • Attention to Detail (2): Reviews accuracy of own work and checks that all details are completed.

  • Conceptual Thinking (2): Sees patterns or trends in data or situations, notices when something is similar to a past situation.

  • Information Seeking (3): Establishes the facts by digging deeper, asking probing questions and challenging initial responses from different sources.

  • Team Leadership (2): Promotes team effectiveness by soliciting input from team members, communicating expectations of the team and delegating responsibilities while providing support and structure.

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 thatvaluesa broad diversity of talent, knowledge, experience and expertise. We foster a culture ofinclusion that drives employee engagement to deliver superior performance to the communities we serve. National Grid is proud to bean affirmative action employer. We encourage minorities, women, individuals with disabilities and protected veterans to join the National Grid team./

Job: *Marketing & Cust Experience

Organization: *Marketing & Cust Experience

Title: Business Process Project Manager

Location: MA-Waltham

Requisition ID: 20170909

Other Locations: NY-Hicksville, NY-Brooklyn, NY-Syracuse