Trainer, Kraken Customer Operations

At National Grid, we're committed to delivering safe, reliable, and resilient energy to the communities we serve across Massachusetts and New York. As one of the largest investorowned energy companies in the U.S., we provide essential electricity and natural gas services to more than 20 million people while leading the transition to a cleaner, smarter, and more sustainable energy future. Every day, we work with our customers, partners, and stakeholders to modernize our energy networks, reduce greenhouse gas emissions, and build a more resilient infrastructure that supports longterm community wellbeing

National Grid is hiring a Trainer, Kraken Customer Operations. This position is 100% onsite and is based out of the Northborough, MA office.

Trainers play a critical role in ensuring adoption of the Kraken platform and delivering a best-in-class customer experience. This role is responsible for designing and facilitating training programs that build technical platform proficiency and the behavioral capabilities required to drive accountability, ownership, first call resolution, and high customer satisfaction.

Trainers will deliver end-user training across Customer Operations and support ongoing capability building in a Skills Academy as processes, systems, and customer needs evolve. This position reports to the Manager of Training and partners closely with subject matter experts to ensure training is aligned with the organization's broader transformation journey.

Trainers serve as ambassadors of learning excellence and customer experience, equipping internal energy specialists and external partners to confidently perform their roles in the Kraken platform.

Training Delivery, Content Creation & Maintenance, & Facilitation

• Develop engaging, learner centered training sessions on the Kraken platform, including system navigation, workflows, and role specific tasks.
• Facilitate behavioral and customer experience training that supports frontline performance expectations.
• Deliver engaging, clear, and simplified learning experiences through strong facilitation, hands-on coaching, and a customer-centric approach that supports learner success.
• Provide input and observations to improve training materials based on learner feedback and field insights.
• Ensure training content evolves alongside platform enhancements, releases, and operating model changes.
• Promote and embed best practices to ensure compliance with policies, procedures, and regulatory requirements
• Partner cross-functionally to continuously improve training, providing actionable feedback and maintaining a high level of detail, accuracy, collaboration, and sound judgement.

Skills Academy Development

• Support the execution of Skills Academy learning pathways across customer functions, including but not limited to complex billing, collections, complaints, and distributed generation.
• Develop structured learning pathways, curricula, and certification models for specialized roles.
• Partner with subject matter experts to create high-quality, scalable learning content.

Change Enablement & Communications

• Partner with leaders and stakeholders to align training modules to key milestones in the change journey and new operating model rollout.
• Reinforce desired behaviors, mindset shifts, and cultural expectations through training experiences.
• Provide clear communication to learners regarding upcoming changes, releases or training requirements

• Bachelor's degree in Business, Education, Organizational Development, or a related field, or equivalent experience.
• 2-4 years of experience in training delivery, facilitation, or customer operations enablement within a large, complex organization.
• Experience delivering technical or workflow based training in a service environment.
• Strong understanding of customer experience principles, including first call resolution and customer satisfaction metrics.
• Experience working in environments undergoing significant change or system transformations

Preferred Experience:

• Training delivery experience within utilities, energy, or other regulated industries
• Familiarity with learning pathways or certification-based training models
• Experience supporting system rollouts or large-scale operational transitions

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