Customer Transformation Manager

About the role

The Customer Transformation Manager will lead the design and execution of customer‑centric strategies for a leading utility provider in Doha. Reporting to senior leadership, you will shape the end‑to‑end customer experience across contact centres, digital platforms and key account management, ensuring alignment with business objectives.

Key responsibilities

• Develop and implement a comprehensive customer transformation roadmap aligned with corporate goals.
• Design operating models for contact centres, digital channels and key‑account management.
• Map customer journeys, identify pain points and drive initiatives to improve service delivery.
• Collaborate with business and technology teams to embed customer‑centric processes.
• Monitor and improve KPIs such as satisfaction, cost‑to‑serve and digital adoption.
• Build capabilities in customer segmentation, analytics and intelligence.
• Lead sustainability projects including energy‑efficiency programs and green tariffs.
• Apply AMI‑enabled use cases such as consumption insights, usage alerts and demand‑response services.
• Drive business development and client engagement activities.

Required profile

• Minimum 10 years of experience in customer‑focused roles, preferably within the power & utilities sector.
• Proven track record of implementing customer transformation initiatives.
• Previous consulting experience at a Big 4 firm is highly desirable.
• Immediate availability to join.

Required skills

• Advanced Metering Infrastructure (AMI) knowledge.

What we offer

• 6‑month fixed‑term contract with the possibility of extension.
• Opportunity to work on high‑impact projects in a fast‑growing market.