Customer Transformation Manager (Power & Utilities) - Doha - 6 Months contract
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Key skills for this role
About the Role
EY is seeking a Customer Transformation Manager for the Power & Utilities sector in Doha on a 6-month contract. The role involves developing customer strategy, designing operating models, and driving business development.
Key Skills for This Role
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
Requirements
- Minimum of 10 years of experience in customer roles, preferably in power & utilities sector
- Experience implementing customer initiatives
- Previous experience in a consulting role within a Big 4 firm
- Strong leadership and team management skills
- Excellent communication and interpersonal abilities
- Strong proficiency in English
- Arabic is a plus
Full Job Posting
Job Description
- At EY, we're all in to shape your future with confidence.
- Join EY and help to build a better working world.
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
Qualifications
- 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
- Strong leadership and team management skills
- Excellent communication and interpersonal abilities
- Commitment to continuous learning and professional development
Language Requirements
- Strong proficiency in English
- Arabic is a plus
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