We are seeking a seasoned and strategic leader with 12–15 years of experience to drive customer experience transformation across utility operations. This role blends deep business acumen, SAP CX functional expertise, and advisory capabilities to deliver impactful digital change. The ideal candidate has a strong record of shaping business strategy, leading RFPs, and guiding teams through complex transformation programs.
Key Responsibilities
- Serve as a trusted advisor to utility clients and internal teams on CX strategy, solution design, and transformation execution.
- Lead customer experience initiatives across billing, metering, service orders, outage management, and collections.
- Develop business-aligned CX strategies that meet regulatory requirements and improve customer satisfaction.
- Lead RFP development, vendor evaluation, and CX solution selection.
- Translate business needs into SAP CX requirements using the following must-have skills :
- Adobe, CRM, CDP, Contact Center, DERMS, MARTECH for customer program enrollment & adoption
- Integration experience with SAP IS-U/CX
- Facilitate executive workshops, journey mapping, and future-state design sessions.
- Oversee integration with third-party CX platforms (Salesforce, Oracle, Adobe) and analytics tools.
- Define and track CX performance metrics (CSAT, NPS, digital adoption, first contact resolution).
- Lead change management, training, and enablement efforts.
Qualifications
- 12–15 years in customer experience, business transformation, or utility operations.
- Strong functional and advisory experience in CX strategy and solution integration.
- Hands-on expertise with:
- Adobe, CRM, CDP, Contact Center, DERMS & MARTECH (must-have)
- SAP IS-U/CX (good to have)
- Proven experience leading RFPs, vendor selection, and large transformation programs.
- Strong understanding of the utility customer lifecycle (billing, onboarding, outage communication, collections).
- Bachelor’s degree in Business, Engineering, IT; MBA preferred.
Preferred Skills
- Customer journey mapping, design thinking, persona development.
- Knowledge of utility regulatory frameworks (AUC, OEB, FERC).
- Experience with digital self-service and omnichannel CX strategies.
- Familiarity with customer analytics and reporting platforms.
