Job Description & How to Apply Below
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 is looking for an experienced Customer Transformation Manager to join a leading consulting practice in Doha, Qatar, 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 performance.
Key Responsibilities- Develop and deliver customer transformation strategies and roadmaps aligned to business objectives.
- Design and implement customer operating models across contact centres, digital channels, and key account management functions.
- Lead customer journey mapping exercises and identify opportunities to improve customer experience and service delivery.
- Drive customer‑centric transformation initiatives across business and technology teams.
- Monitor and improve customer performance metrics including customer satisfaction, digital adoption, and cost‑to‑service.
- Build customer intelligence capabilities through segmentation, analytics, and customer insight programs.
- Support the design and delivery of customer‑focused sustainability initiatives, including energy efficiency and demand‑side management programs.
- Develop innovative customer use cases leveraging AMI and smart metering technologies, including consumption insights, usage alerts, billing transparency, and demand response programs.
- Support business development activities, proposal development, and client relationship management.
- Engage with senior client stakeholders and act as a trusted advisor throughout transformation programs.
- 10+ years of experience in customer transformation, customer experience, customer operations, or related disciplines.
- Strong experience within the Power & Utilities sector.
- Proven track record delivering large‑scale customer transformation initiatives.
- Previous consulting experience within a Big 4 or leading management consulting firm.
- Experience designing customer operating models and customer journey transformation programs.
- Strong understanding of customer analytics, segmentation, and customer intelligence capabilities.
- Knowledge of digital customer channels, contact centre transformation, and customer service optimisation.
- Familiarity with smart metering, AMI technologies, and customer‑facing utility programmes is highly desirable.
- Excellent stakeholder management and communication skills.
- Demonstrated leadership experience managing teams and client engagement.
- Work on some of the largest transformation programmes across the Middle East.
- Partner directly with senior executives and industry leaders.
- Drive innovation in customer experience, digital transformation, and sustainability.
- Join a globally recognised consulting organisation with exceptional career growth opportunities.
- Be part of a collaborative and high‑performing team shaping the future of the utilities sector.
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