Customer Transformation Manager (Power & Utilities)
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Key skills for this role
About the Role
Ernst & Young seeks a Customer Transformation Manager with 10+ years of experience in the power & utilities sector. 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
- 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
Full Job Posting
Role Overview
- At EY, we're all in shape to your future with confidence. We'll help you succeed in a globally connected powerhouse of diverse teams and take your career wherever you want it to go. 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
- 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
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