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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates extensive experience in leading customer service transformation programmes within the utilities sector, with a strong focus on operational excellence, stakeholder engagement, and team leadership. Proven ability to shape value propositions and manage large-scale projects while driving revenue growth and client relationships.
Highest-signal resume keywords
Customer Service TransformationAgile DeliveryStakeholder EngagementTeam LeadershipCommercial Performance Management
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Customer Experience MappingService DesignBusiness AnalysisData-Driven InsightsTransformation DeliveryOperating Model DesignCRM PlatformsBilling PlatformsSQLData Analytics
Soft Skills
CoachingInfluencing C-Suite StakeholdersBuilding Senior Client RelationshipsCommunicationProblem-Solving
Tools & Technologies
AsanaJiraMiroDatagripDatabricksGitHubDatadogSentryDjangoGraphQL
Industry Keywords
Utilities SectorRegulated IndustriesOperational TransformationCustomer-Centered WorkEnergy RetailConsulting Services
Tech Stack
Tools & technologiesDjangoGraphQLSQL
About the role
Key responsibilities & impact- Lead and oversee large, complex, multi-workstream customer service transformation programmes
- Own senior client relationships and shape transformation agendas
- Set direction for product-enabled and platform-aligned delivery
- Oversee delivery teams, progress, risk management and stakeholder communication
- Ensure work is implementable, scalable and commercially viable
- Build, lead and inspire high-performing multidisciplinary teams
- Coach, sponsor and develop senior team members and succession pipelines
- Shape team structures and resourcing across engagements
- Connect business, operational and technology perspectives for integrated problem-solving
- Own and evolve customer service and platform-enabled transformation propositions
- Lead go-to-market activity, originate opportunities and convert strategic deals
- Build senior client and market relationships and position EY Studio+ as a trusted transformation partner
- Speak at events, publish thought leadership and cultivate external networks
- Manage commercial performance of large programmes (£500k–£2m+), including profitability, scope control and client value
- Identify emerging trends and translate them into client and EY opportunity areas
- Contribute to forecasting, budgeting and pipeline planning
- Advance operational excellence, consistent ways of working, quality standards and delivery frameworks
Requirements
What you’ll need- Extensive experience working within the utilities sector
- Experience delivering customer service and/or operational transformation in complex environments
- Experience in customer experience and journey mapping
- Track record leading large teams of 6–30+ people
- Experience with agile delivery and product management
- Strong commercial track record, including contributing to or leading revenue growth and winning work
- Extensive experience delivering service transformation projects in complex environments such as utilities or government
- Experience working with or alongside technology, product or engineering teams
- Deep understanding of regulated industries, such as utilities
- Strong portfolio of customer-centred work, including operating models, data-driven insights and implementation plans
- Extensive experience influencing and engaging C-suite stakeholders
- Experience owning and growing senior client relationships and accounts
- Experience shaping value propositions for Consulting services across people, process and technology
- Technical lead/delivery experience with CRM and billing platforms
- Energy retail experience
- 10+ years in consulting or a large technology company such as Salesforce, Microsoft or HubSpot
- Deep understanding of data and analytics
- Expertise in service design, operating model design, business analysis, customer insight and transformation delivery
- Working knowledge of relevant technology tools and delivery ecosystems
- Knowledge of SQL, HTML, RML, Django, Liquid, GraphQL, Asana, Jira, Miro, Datagrip, Databricks, GitHub, Datadog or Sentry is a bonus
Benefits
Comp & perks- Competitive remuneration package
- Flexible working support
- Career development support
- FlexEY benefits selection covering holidays, health and well-being, insurance, savings, discounts, offers and promotions
- Support, coaching and feedback from engaging colleagues
- Opportunities to develop new skills and progress your career
- Freedom and flexibility to handle the role in a way that’s right for you