Customer Transformation Manager

Doha, Qatar

d Customer Transformation Manag

Key Responsibil

• itiesDevelop and deliver customer transformation strategies and roadmaps aligned to business object
• ives.Design and implement customer operating models across contact centres, digital channels, and key account management funct
• ions.Lead customer journey mapping exercises and identify opportunities to improve customer experience and service deli
• very.Drive customer-centric transformation initiatives across business and technology t
• eams.Monitor and improve customer performance metrics including customer satisfaction, digital adoption, and cost-to-s
• erve.Build customer intelligence capabilities through segmentation, analytics, and customer insight progra
• mmes.Support the design and delivery of customer-focused sustainability initiatives, including energy efficiency and demand-side management progra
• mmes.Develop innovative customer use cases leveraging AMI and smart metering technologies, including consumption insights, usage alerts, billing transparency, and demand response progra
• mmes.Support business development activities, proposal development, and client relationship manage
• ment.Engage with senior client stakeholders and act as a trusted advisor throughout transformation progra
• mmes.

Requir

• ements10+ years of experience in customer transformation, customer experience, customer operations, or related discip
• lines.Strong experience within the Power & Utilities s
• ector.Proven track record delivering large-scale customer transformation initia
• tives.Previous consulting experience within a Big 4 or leading management consulting
• firm.

Experience

• designing customer operating models and customer journey transformation progr
• ammes.Strong understanding of customer analytics, segmentation, and customer intelligence capabil
• ities.Knowledge of digital customer channels, contact centre transformation, and customer service optimis
• ation.Familiarity with smart metering, AMI technologies, and customer-facing utility programmes is highly desi
• rable.Excellent stakeholder management and communication s
• kills.Demonstrated leadership experience managing teams and client engage
• ments.Why
• Apply?Work on some of the largest transformation programmes across the Middle
• East.Partner directly with senior executives and industry le
• aders.Drive innovation in customer experience, digital transformation, and sustainab
• ility.Join a globally recognised consulting organisation with exceptional career growth opportun
• ities.Be part of a collaborative and high-performing team shaping the future of the utilities s
• ector.