Engagement Lead - Utilities, Energy & Home Service

About the Client

Our client is a leading global consulting organisation with a high-performing consulting practice serving major utilities and energy clients across Europe. The client is committed to solving complex transformation challenges by shaping differentiated home insurance propositions, modernising customer and service journeys, and applying technology, AI, and consulting expertise to deliver meaningful business impact.

Join the client's high-performing consulting team and work with smart, ambitious professionals solving complex transformation challenges for leading utilities and energy customers. This is an opportunity to shape differentiated home insurance propositions, modernise customer and service journeys, and apply technology, AI, and consulting expertise to deliver meaningful client impact.

Senior Manager Consulting role requiring 15+ years of consulting experience to lead Home Insurance transformation across the Utilities and Energy sector. The role will shape operating models, improve customer, claims and field service journeys, lead technology implementation, and deliver measurable business, service and customer outcomes.

• Lead consulting engagements across home insurance, home emergency, appliance protection, repairs, servicing, claims and fulfilment operations.
• Partner with the client's senior business, product, technology and vendor stakeholders to define roadmaps, target operating models, product backlogs and delivery plans.
• Assess customer, claims, billing, complaints, field service, work-to-cash and order-to-cash journeys across Home Insurance and Smart Home services to identify automation, process, control and service improvements.
• Oversee technology implementation covering solution design, integration, data readiness, testing, adoption and operational handover.
• Apply practical AI, GenAI, automation and analytics understanding to identify use cases across claims, service, fraud/leakage and workforce optimisation.
• Lead cross-functional teams, manage risks and dependencies, facilitate governance forums, and support account growth through proposals and client presentations.

• 15+ years of experience in consulting, insurance technology, digital transformation, programme delivery or engagement leadership.
• Strong domain knowledge across home insurance, property and casualty insurance, claims, customer operations, fulfilment, billing, payments and service operations.
• Understanding of utilities and energy retail models including order-to-cash, work-to-cash, home services, Smart Home, field service, repairs and emergency response journeys.
• Experience engaging C-suite, steering committees, business sponsors and delivery leaders to align outcomes and manage expectations.
• Proven ability to lead agile, waterfall and hybrid delivery across multi-country, multi-vendor and cross-functional environments.
• Experience in technology implementation with working understanding of AI, GenAI, automation and analytics use cases.

• Engagement leadership, trusted client advisory and stakeholder management
• Home insurance, utilities, claims, fulfilment and field service transformation
• Target operating model design, process optimisation and benefits definition
• Agile delivery, governance, risk and change management
• Technology implementation, AI, GenAI, automation and analytics use-case identification

• PRINCE2, Certified Scrum Product Owner, Certified Scrum Master or SAFe Agilist preferred.
• Insurance, London Market or relevant technology certifications desirable.
• Bachelor's degree in technology, business, insurance, engineering or related discipline.

• Improved customer, claims and service journeys with reduced cost-to-serve.
• Clear transformation roadmap with measurable value, milestones and benefits.
• Successful technology implementation with adoption, readiness and AI or automation-led value.
• Strong stakeholder confidence, delivery discipline and governance quality.

This is a UK-based hybrid role, preferably located in London and surrounding areas. The successful candidate must be willing to travel across Europe based on engagement needs, including client workshops, steering committees, delivery milestones, and stakeholder engagements.

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