Customer Transformation Manager
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Key skills for this role
About the Role
Salt is hiring a Customer Transformation Manager for a leading consulting practice in Doha, Qatar, working with Power & Utilities organizations. The role involves driving large-scale customer transformation programs, designing customer operating models, and leveraging digital innovation.
Key Skills for This Role
Responsibilities
- Develop and deliver customer transformation strategies and roadmaps aligned to business objectives
- Design and implement customer operating models across contact centres, digital channels, and key account management functions
- Lead customer journey mapping exercises and identify opportunities to improve customer experience and service delivery
- Drive customer centric transformation initiatives across business and technology teams
- Monitor and improve customer performance metrics including customer satisfaction, digital adoption, and cost to serve
- Build customer intelligence capabilities through segmentation, analytics, and customer insight programmes
- Support the design and delivery of customer focused sustainability initiatives, including energy efficiency and demand side management programmes
- Develop innovative customer use cases leveraging AMI and smart metering technologies
- Support business development activities, proposal development, and client relationship management
- Engage with senior client stakeholders and act as a trusted advisor throughout transformation programmes
Requirements
- 10+ years of experience in customer transformation, customer experience, customer operations, or related disciplines
- Strong experience within the Power & Utilities sector
- Proven track record delivering large scale customer transformation initiatives
- Previous consulting experience within a Big 4 or leading management consulting firm
- Experience designing customer operating models and customer journey transformation programmes
- Strong understanding of customer analytics, segmentation, and customer intelligence capabilities
- Knowledge of digital customer channels, contact centre transformation, and customer service optimisation
- Familiarity with smart metering, AMI technologies, and customer facing utility programmes is highly desirable
- Excellent stakeholder management and communication skills
- Demonstrated leadership experience managing teams and client engagements
Full Job Posting
Role Overview
- Customer Transformation Manager – Power & Utilities in Doha, Qatar.
- Up to 25,000 QAR per month.
- Drive large scale customer transformation programmes for Power & Utilities organisations in the Middle East.
- Help clients create customer centric operating models, enhance service delivery, and leverage digital innovation.
Key Responsibilities
- Develop and deliver customer transformation strategies and roadmaps aligned to business objectives.
- Design and implement customer operating models across contact centres, digital channels, and key account management functions.
- Lead customer journey mapping exercises and identify opportunities to improve customer experience and service delivery.
- Drive customer centric transformation initiatives across business and technology teams.
- Monitor and improve customer performance metrics including customer satisfaction, digital adoption, and cost to serve.
- Build customer intelligence capabilities through segmentation, analytics, and customer insight programmes.
- Support the design and delivery of customer focused sustainability initiatives, including energy efficiency and demand side management programmes.
- Develop innovative customer use cases leveraging AMI and smart metering technologies, including consumption insights, usage alerts, billing transparency, and demand response programmes.
- Support business development activities, proposal development, and client relationship management.
- Engage with senior client stakeholders and act as a trusted advisor throughout transformation programmes.
Requirements
- 10+ years of experience in customer transformation, customer experience, customer operations, or related disciplines.
- Strong experience within the Power & Utilities sector.
- Proven track record delivering large scale customer transformation initiatives.
- Previous consulting experience within a Big 4 or leading management consulting firm.
- Experience designing customer operating models and customer journey transformation programmes.
- Strong understanding of customer analytics, segmentation, and customer intelligence capabilities.
- Knowledge of digital customer channels, contact centre transformation, and customer service optimisation.
- Familiarity with smart metering, AMI technologies, and customer facing utility programmes is highly desirable.
- Excellent stakeholder management and communication skills.
- Demonstrated leadership experience managing teams and client engagements.
Why Apply?
- Work on some of the largest transformation programmes across the Middle East.
- Partner directly with senior executives and industry leaders.
- Drive innovation in customer experience, digital transformation, and sustainability.
- Join a globally recognised consulting organisation with exceptional career growth opportunities.
- Be part of a collaborative and high performing team shaping the future of the utilities sector.
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