Consulting Manager - Utilities Customer Experience and Transformation

About This Role

This role supports gas and electric utilities across Quebec, Ontario, and Western Canada, working at the intersection of customer operations, meter-to-cash, customer demand-side programs (DSM), energy transition, and digital innovation. As a trusted advisor, you will help clients navigate the shifting energy landscape, from evolving customer expectations to the growing importance of decarbonization, electrification, and demand-side management programs. You’ll play a leading role in designing and implementing strategies that enhance customer engagement, optimize operational performance, and enable the transition to a more sustainable energy future.

Responsibilities

• Lead and advise clients on customer transformation, customer operations, customer experience, contact center modernization, and digital customer strategy in the context of energy transition and demand-side management initiatives
• Work across the meter-to-cash lifecycle, from service requests and metering through billing, payments, credit and collections, and advise on how customer information systems support it
• Analyze, design, and document new business processes that enable efficient delivery of customer and energy programs, including energy efficiency, electrification, and distributed energy solutions
• Leverage analytics, customer insights, and artificial intelligence to identify opportunities for improving customer experience, reducing cost to serve, and advancing energy efficiency goals
• Build and grow client relationships at the director and vice-president level, contributing to proposals, client pursuits, and thought leadership in areas such as customer innovation, energy transition, and energy efficiency
• Mentor and guide team members, fostering excellence in business process design and stakeholder management

Requirements

• Fluent in French speaking and writing, including client workshops and written deliverables
• 5+ years’ experience in the Utilities industry, including 2+ years leading a workstream and its team, in Customer Operations, Customer Transformation, or Business Process Design
• Experience in Meter-to-Cash, customer operations, or utility program design
• Working knowledge of the platforms supporting utility customer functions, such as Oracle Customer Care and Billing, Oracle Customer to Meter, SAP for Utilities, S/4HANA Utilities, Salesforce, or comparable customer information and customer relationship environments
• Strong knowledge of Energy Transition, Demand Side Management, and Digital Customer Strategy
• An informed perspective on the application of artificial intelligence within a regulated customer function, and ideally practical experience applying it
• Proven ability to manage consulting engagements, lead client relationships, and advise on complex transformation programs