Head of Customer Service Transformations

Tandem Interim; Abu Dhabi Emirate; On-site; AED 367,000 - 551,000; Full time

Job summary

A leading organization in the utilities sector is seeking a senior transformation leader in Abu Dhabi to drive the enhancement of customer service and revenue operations. This 6-month contract role offers the potential for conversion into a permanent position. The ideal candidate will have over 10 years of experience in customer transformation, particularly from a top-tier consulting background, with a preference for those experienced in the utilities sector.

Qualifications

• 10+ years of experience in customer transformation.
• Strong foundation in consulting and operational delivery.
• Utilities sector experience preferred, telecom/retail banking/aviation considered.

Responsibilities

• Lead transformation of customer service operations.
• Design and deliver actionable roadmap enhancing customer experience.
• Work closely with senior stakeholders to ensure alignment.

Skills

Customer transformation leadership

Stakeholder management

Cross-functional leadership

Change implementation

Job description

Overview

A leading organization in the regulated utilities sector is seeking a senior transformation leader to drive a major upgrade of its customer service and revenue operations. This is a 6-month contract role, onsite in Abu Dhabi, with potential to convert into a permanent leadership position. The opportunity offers high visibility and impact within a complex, evolving environment.

Key Responsibilities

• Lead the transformation of customer service operations across key areas including digital channels, billing systems, and collections processes.
• Design and deliver a realistic and actionable roadmap that enhances customer experience while aligning with operational capabilities.
• Work closely with senior stakeholders across operations, IT, and revenue functions to ensure cross-functional alignment and business impact.
• Introduce and scale digitally enabled service models suited for regulated utility environments.
• Provide both strategic guidance and hands-on leadership throughout the transformation journey.

Ideal Candidate

• 10+ years of experience in customer transformation, with a strong foundation in consulting and operational delivery.
• Background with a top-tier consulting firm (Big 4, MBB, or Tier-2 strategy consultancies) is essential.
• Utilities sector experience is strongly preferred; experience in telecom, retail banking, or aviation will be considered if accompanied by a solid understanding of regulated service delivery.
• Proven ability to lead complex, customer-facing transformation programs with tangible results.
• Skilled in stakeholder management, cross-functional leadership, and change implementation.
• Arabic language proficiency is a plus, but not a requirement.

Seniority level

• Mid-Senior level

Employment type

• Contract

Job function

• Customer Service, Consulting, and Project Management

Industries

• Utilities
• Services for Renewable Energy
• Energy Technology