Head of Customer Service Transformations

Job Opportunity: Head of Customer Service Transformation

Employment Type: Contract (6 Months, Potential to Become Permanent)

Location: Onsite – Abu Dhabi, UAE

Overview

A leading organization in the regulated utilities sector is seeking a senior transformation leader to drive a major upgrade of its customer service and revenue operations . This is a 6-month contract role , based onsite in Abu Dhabi , with the potential to convert into a permanent leadership position . The opportunity offers high visibility and impact within a complex, evolving environment.

Key Responsibilities

• Lead the transformation of customer service operations across key areas including digital channels , billing systems , and collections processes .
• Design and deliver a realistic and actionable roadmap that enhances customer experience while aligning with operational capabilities.
• Work closely with senior stakeholders across operations, IT, and revenue functions to ensure cross-functional alignment and business impact .
• Introduce and scale digitally enabled service models suited for regulated utility environments.
• Provide both strategic guidance and hands-on leadership throughout the transformation journey.

Ideal Candidate

• 10+ years of experience in customer transformation , with a strong foundation in consulting and operational delivery .
• Background with a top-tier consulting firm ( Big 4 , MBB , or Tier-2 strategy consultancies ) is essential.
• Utilities sector experience is strongly preferred ; experience in telecom , retail banking , or aviation will be considered if accompanied by a solid understanding of regulated service delivery.
• Proven ability to lead complex, customer-facing transformation programs with tangible results.
• Skilled in stakeholder management , cross-functional leadership , and change implementation .
• Arabic language proficiency is a plus , but not a requirement.

This is a great opportunity to lead a high-profile customer transformation program within the utilities space , with significant long-term potential. Professionals currently based in the UAE or open to relocation are encouraged to apply.