Customer Transformation Manager – Power & Utilities

About the role

We are seeking an experienced Customer Transformation Manager to lead large‑scale transformation programmes for leading Power & Utilities organisations in the Middle East. You will work closely with senior client stakeholders to design customer‑centric operating models, enhance service delivery, and drive digital innovation that improves both customer experience and business performance.

Key responsibilities

• Develop and deliver customer transformation strategies and roadmaps aligned with business objectives.
• Design and implement operating models for contact centres, digital channels, and key account management.
• Lead customer journey mapping exercises and identify improvement opportunities.
• Drive cross‑functional transformation initiatives across business and technology teams.
• Monitor and improve performance metrics such as satisfaction, digital adoption, and cost‑to‑serve.
• Build customer intelligence capabilities through segmentation, analytics, and insight programmes.
• Support sustainability initiatives, including energy efficiency and demand‑side management.
• Develop use cases leveraging AMI and smart metering technologies.
• Contribute to business development, proposal creation, and client relationship management.

Required profile

• 10+ years of experience in customer transformation, experience, or operations.
• Strong background in the Power & Utilities sector.
• Proven track record delivering large‑scale transformation initiatives.
• Previous consulting experience at a Big 4 or leading management consulting firm.
• Experience designing customer operating models and journey transformation programmes.
• Deep understanding of customer analytics, segmentation, and intelligence.

Required skills

• Advanced Metering Infrastructure (AMI)
• Smart metering technologies
• Customer analytics