Director, Customer Engagement

This is a fully remote position, open to applicants in United States, +2 more locations.

📋 Description

• Lead projects focused on enhancing customer experience through strategy formulation, operational evaluations, design thinking, journey mapping, and customer research.

• Identify both strengths and areas for improvement within the customer experiences of utility clients.

• Collaborate with the sales team to define solutions tailored to client needs.

• Facilitate client meetings and workshops.

• Work alongside the delivery team to coordinate project planning and provide status updates.

• Create practice processes and marketing materials, such as standard operating procedures, case studies, and white papers.

• Foster team development through performance coaching, career advancement, and skill enhancement.

• Mentor consultants aspiring to join the customer practice.

• Establish and nurture trusted relationships with clients and partners.

• Assist utility clients in addressing complex challenges related to customer experience, meter-to-cash processes, and customer operations.

• Analyze and assess customer operation processes, policies, and technologies.

• Support clients in providing positive experiences and engaging communications, cultivating customer-centric cultures, and delivering effective programs and services.

⛳️ Requirements

• Minimum of 15 years of experience in consulting or industry, with at least 8 years in a consulting role.

• Proven experience leading extensive customer transformations that encompass people, processes, and technology.

• In-depth knowledge of meter-to-cash and customer service operations.

• Experience collaborating with Customer Information System (CIS) vendors and implementers.

• Bachelor's degree in business, marketing, or a related discipline, or equivalent professional experience.

• Willingness and capability to travel to client locations, estimated at around 50% of your time based on client requirements.

• Established track record of managing major client engagements, fostering long-term client relationships, and acting as a trusted senior advisor.

• Ability to oversee multiple project managers, technical experts, subcontractors, and cross-functional teams.

• Strong strategic decision-making abilities in uncertain environments.

• Business acumen that encompasses client value, project economics, staffing, risk management, and business development.

• Capacity to foresee issues, discern patterns and root causes, and guide teams toward actionable solutions.

• Proficient in clear written and verbal communication with audiences of both technical and non-technical backgrounds.

• Extensive knowledge of the utility or energy sector, including pertinent best practices, trends, policies, regulatory frameworks, and operational settings.

• Proven experience in coaching managers and developing staff, teams, and future leaders.

• Familiarity with utilities, energy, consulting, research, or related sectors.

• Experience in managing a portfolio of projects and contributing to team or practice-level budgeting, forecasting, and resource allocation.

• Applicants must be authorized to work for any employer in the US or Canada.

• Employment visa or Labour Market Impact Assessment sponsorship is not available.

🏝️ Benefits

• Exceptional insurance options, including medical, dental, and vision plans.

• Company-funded life insurance coverage.

• Company-funded long-term and short-term disability insurance.

• Medical and dependent-care flexible spending accounts.

• Paid parental leave.

• Flexible time off (FTO) policy allowing for paid time away from work.

• 401(k) plan with a 3% employer match.

• Annual performance bonus.

• Option for remote work arrangements.

• Opportunities to enhance skills and engage in meaningful work.