Customer Transformation Manager

Customer Transformation Manager – Power & Utilities

Doha, Qatar

Up to 25,000 QAR per month

Are you passionate about helping organisations transform the way they engage with their customers

?
My client are looking for an experience d Customer Transformation Manag er to join a leading consulting practice in Riyadh, working with some of the region's most prominent Power & Utilities organisations. This is an exciting opportunity to drive large-scale customer transformation programmes, helping clients create customer-centric operating models, enhance service delivery, and leverage digital innovation to improve customer experience and business performanc

e.The Opportuni

ty
As a Customer Transformation Manager, you will play a key role in shaping and delivering customer transformation strategies for major utilities organisations across the Middle East. Working closely with senior stakeholders, you will help organisations improve customer satisfaction, increase operational efficiency, and accelerate digital adoption through innovative customer-focused solutio

ns.
You will lead strategic transformation initiatives spanning customer experience, operating model design, digital channels, analytics, sustainability programmes, and customer engagem

ent.
Key Responsibil

• itiesDevelop and deliver customer transformation strategies and roadmaps aligned to business object
• ives.Design and implement customer operating models across contact centres, digital channels, and key account management funct
• ions.Lead customer journey mapping exercises and identify opportunities to improve customer experience and service deli
• very.Drive customer-centric transformation initiatives across business and technology t
• eams.Monitor and improve customer performance metrics including customer satisfaction, digital adoption, and cost-to-s
• erve.Build customer intelligence capabilities through segmentation, analytics, and customer insight progra
• mmes.Support the design and delivery of customer-focused sustainability initiatives, including energy efficiency and demand-side management progra
• mmes.Develop innovative customer use cases leveraging AMI and smart metering technologies, including consumption insights, usage alerts, billing transparency, and demand response progra
• mmes.Support business development activities, proposal development, and client relationship manage
• ment.Engage with senior client stakeholders and act as a trusted advisor throughout transformation progra

mmes.
Requir

• ements10+ years of experience in customer transformation, customer experience, customer operations, or related discip
• lines.Strong experience within the Power & Utilities s
• ector.Proven track record delivering large-scale customer transformation initia
• tives.Previous consulting experience within a Big 4 or leading management consulting
• firm.Experience designing customer operating models and customer journey transformation progr
• ammes.Strong understanding of customer analytics, segmentation, and customer intelligence capabil
• ities.Knowledge of digital customer channels, contact centre transformation, and customer service optimis
• ation.Familiarity with smart metering, AMI technologies, and customer-facing utility programmes is highly desi
• rable.Excellent stakeholder management and communication s
• kills.Demonstrated leadership experience managing teams and client engage

ments.Why

• Apply?Work on some of the largest transformation programmes across the Middle
• East.Partner directly with senior executives and industry le
• aders.Drive innovation in customer experience, digital transformation, and sustainab
• ility.Join a globally recognised consulting organisation with exceptional career growth opportun
• ities.Be part of a collaborative and high-performing team shaping the future of the utilities s

ector.