Job Description

Team Lead, Digital Strategy and Analytics

05/19/2025

Locations: Manchester, New Hampshire; East Berlin, Connecticut; Westwood, Massachusetts

Role and Scope of Position:

Eversource Energy, a Fortune 500 company, is seeking an experienced leader to drive digital strategy and analytics within its Digital department. This role is pivotal to advancing Eversource's digital transformation, with a focus on enhancing the customer experience through data-driven insights.

As the Digital Insights & Analytics Team Lead, you will collaborate across the organization to identify opportunities, streamline processes, and elevate the digital customer experience. You will lead a team of skilled analysts, leveraging advanced analytics and data science to deliver actionable recommendations that drive financial results and improve customer satisfaction.

Team Leadership: Leads a team of 2-3 digital analysts, fostering a culture of collaboration, innovation, and continuous learning.

Essential Functions:

Leadership Responsibilities:

Establish and manage a digital analytics capability that provides data driven insights and recommendations to Digital Product owners and leadership.
Define the team direction. Develop both short term and long term plansdefining initiatives that will achieve continuousimprovements of the effectiveness of analytics within the organization.
Provide mentorship, training, and guidance to the Digital Analytics team, driving professional growth and team performance.
Develop trusted advisor relationships with stakeholders, business partners, and technology teams to align strategies and deliver measurable outcomes.
Oversee Administer the analytics product portfolio includingofboth quantitative and qualitative tools for web analytics tools, including; website analytics, A|B testing tools, and surveys

Strategic Analytics and Insights:

Create a digital measurement framework with clear KPIs definitions of measurement and goals for all digital channels.
Analyze self-service performance across online and mobile platforms digital channels, identifying actionable opportunities to enhance customer engagement.
Develop and maintain baseline analytics dashboards and ad hoc reports to monitor performance of all digital channels. Generate insights from behavioral data and feedback to inform product strategies and prioritize feature development.

Technical Expertise:

Manage data implementation strategies, ensuring high-quality data collection and analysis.
Proactively identify and address anomalies or inconsistencies in digital data, recommending resolutions.
Work collaboratively within the Digital Product team to support the execution of the product roadmap
Leverage web digital analytics tools (e.g., Adobe Analytics, Google Analytics) and BI tools (e.g., Power BI) to drive business decisions. produce data driven insights for the business

Technical Knowledge/Skill/Education/Licenses/Certifications:

Technical Knowledge/Skill:

Enthusiastic and self-motivated with a passion for learning and applying new tools and technologies.
Strong quantitative, analytical, and statistical skills with experience in Excel, SQL, and one or more programming languages (e.g., Python, R, JavaScript).
Proficiency in web analytics tools (e.g., Adobe Analytics, Google Analytics).
Experience with developing reports using Business Intelligencevisualization tools like Microsoft Power BI (preferred).
Familiarity Experience with online survey platforms (e.g., Foresee, Qualtrics, iPerceptions, Medallia).

Education:

BS, MS, or MBA in relevant quantitative studies or equivalent experience

Experience:

Minimum of five (5) or more years of experience in digital analytics and/or testing and/or a related analytical role

Licenses & Certifications:

None

Working Conditions:

Must be available to work emergency restoration assignment as required.
Must be available to travel between MA/CT/NH as necessary.

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Compensation and Benefits:

Eversource offers a competitive total rewards program.Check out our careers site for an overview of our benefits programs. Salary is commensurate with your experience. This position is eligible for a potential incentive.The annual salary range for this position is:

$123,550.00-$137,280.00

Worker Type:

Regular

Number of Openings:

1

Emergency Response:

Responding to emergency situations to meet customers’ needs is part of every employee’s role. If employed, you will be given an Emergency Restoration assignment. This means you may be called to assist during an emergency outside of your normal responsibilities, work hours and location.

EEO Statement:

Eversource Energy is an Equal Opportunity and Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to age, race, color, sex, sexual orientation, gender identity, national origin, religion, disability status, or protected veteran status.

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Overview

As a Customer Service Representative, you are the first point of contact for our customers when they have questions about their bill, how to turn on/off their account when moving, and how Eversource is prepared to support them during storms. If you have a passion for helping customers and solving problems, and possess strong interpersonal skills, then this is the place to begin an exciting career with Eversource. There are lots of other opportunities in our Customer Group, including Metering and Credit, working with our Business Customers as an Account Executive and working on our Digital Strategy and Voice of the Customer projects.

Success Profile

What makes a successful Customer Group employee?

Check out the top traits we're looking for and see if you have the right mix.

Collaborative
Customer Focus
Team Player
Adaptable
Detail Oriented
Positive

Culture

Our goal is to remain the best energy company in the nation, and to be the first with carbon-neutral operations by 2030.

We will achieve this by embracing perspectives our employees bring to the table. We are committed to:

Fostering a workplace where all employees, customers, and stakeholders are respected and valued.
Leveraging the unique talents, perspectives, and life experiences of every employee to drive our ongoing success.
Attracting, developing, and retaining a workforce capable of meeting the evolving needs of our customers while delivering reliable energy and exceptional service.

Career Path

Associates
Reps
Supervisors
Managers

Employee Testimonials

Chad, Customer
Experience Analyst

Meet Chad

“The views of our customers play an enormous role in decisions made at Eversource,” says Chad, Customer Experience Analyst on the Voice of the Customer team. “I take a great deal of pride in my job to make sure customer sentiments are front and center for our leadership on a constant basis, through our survey research and our Eversource Online Community.”

Lezanne, Contact Center
Billing Representative

Meet Lezanne

“Customers are often surprised to learn their appliances use varying amounts of energy during different seasons. Being able to help customers with tips for reducing their energy use is one of the most rewarding parts of my job.”

Candaliza, Contact
Center Representative

Meet Candaliza

“Many of our customers are spending more time at home, and we understand they are increasingly reliant on their power to be able to function and work remotely”, says Candaliza, Contact Center Representative in Manchester. “For the past year, I have been able to assist customers during snowstorms, damaging outages and with everyday questions about their bills from my home office. The true benefit is that I can be available to field these calls within a moment's notice, at all hours of the night during emergencies if needed, knowing that my only commute is to the other room.”

Job Description