Customer Transformation Manager (Power & Utilities)

Overview

Key Responsibilities

• Develop and implement customer strategy and transformation roadmaps aligned with business objectives
• Design and implement customer operating models across contact centers, digital channels, and KAM
• Drive customer journey mapping and pain-point resolution to improve service delivery
• Collaborate across business and technology to ensure integrated, customer-centric operations
• Track and improve customer KPIs (satisfaction, cost-to-serve, digital adoption)
• Build capabilities in customer segmentation, analytics, and customer intelligence
• Deliver customer-facing sustainability initiatives (energy efficiency, demand-side management, green tariffs)
• Apply AMI-enabled customer use cases (consumption insights, usage alerts, demand response, billing transparency)
• Lead and drive business development and client engagement activities
• To do this role effectively, we are looking for people with knowledge and experience in the following areas:
• A minimum of 10 years of experience in customer roles, preferably in the power & utilities sector
• Experience Implementing customer initiatives
• Previous experience in a consulting role within a Big 4 firm
• you'll also have to: Demonstrate strong leadership and team management skills.
• Exhibit excellent communication and interpersonal abilities to engage with stakeholders at all levels.
• Show a commitment to continuous learning and professional development in asset management practices.

Language Requirements

• Strong proficiency in English
• Arabic is a plus