Lead Data Scientist

National Grid is hiring a Lead Data Scientist for our Customer Performance department.

This is a Hybrid Role - Must live within a commutable distance to any of the following locations: Syracuse NY, Brooklyn NY, Hicksville NY, or Waltham 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.

The Customer Performance Lab plays a critical role in improving the endtoend customer experience across the entire Customer organization-including Customer Experience, Call Center AMI, MetertoCash, Billing, and Connection. The team focuses on understanding how customers interact across digital, operational, and field channels, and identifies opportunities to simplify processes, reduce friction, and deliver a more seamless customer journey.

This role is responsible for transforming complex, crosschannel data into actionable insights that directly enhance customer outcomes. By analyzing customer behaviors, touchpoints, and pain points across the journey, the successful candidate will help drive experience improvements, increase operational efficiency, and support customer-centric decision making.

The candidate will leverage advanced SQL, data processing, and analytical expertise to develop reporting, perform multi-channel customer journey analysis, validate datasets, and build dashboards that highlight key drivers of customer experience performance.

This role partners closely with business stakeholders to translate customer journey insights into measurable improvements and support strategic initiatives across the organization.

• Analyze endtoend customer journeys to identify pain points, friction, and improvement opportunities
• Develop, test, evaluate, tune, and deploy predictive and machine learning models
• Coordinate end to end algorithm/model development efforts among advanced analytics team members
• Advise senior leadership about the conclusions drawn from data science projects
• Create clear documentation of workflows, process flows, and methodologies used
• Agile delivery of data collection and analytics
• Gather requirements and documentation of requirement specification / Power BI report development for data visualization
• Analytical, Investigative reasoning and problem-solving skills

• Bachelor's, Master's, or PhD in Analytics, Economics, Data Science, Statistics, Mathematics, Computer Science, or related field
• 3+ years of experience in data analysis, data modeling, and working with large datasets
• Advanced SQL skills (including complex joins, window functions, stored procedures); proficiency in Python for data processing
• Strong experience building dashboards and connecting crosschannel datasets
• Ability to conduct crossdepartmental analysis and translate business requirements into data solutions
• Experience with statistical methods or machine learning is a plus (not required)
• Utility industry experience strongly preferred
• Some Travel is required for this position within the State of Mass and NY.

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