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 a 6-month contract in Doha to lead customer strategy and transformation in the power & utilities sector. The role requires 10+ years of experience in customer roles, preferably in utilities, and consulting experience at a Big 4 firm.
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 10 years of experience in customer roles, preferably in power & utilities
- 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
About the Role
- 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
- Design and implement customer operating models across contact centers, digital channels, and KAM
- Drive customer journey mapping and pain point resolution
- Collaborate across business and technology
- Track and improve customer KPIs
- Build capabilities in customer segmentation, analytics, and customer intelligence
- Deliver customer facing sustainability initiatives
- Apply AMI enabled customer use cases
- Lead and drive business development and client engagement activities
Qualifications
- Minimum 10 years of experience in customer roles, preferably in power & utilities
- 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
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