Consulting Director - Customer Expereince (Utilities & Energy)

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Client:

Location:

London, United Kingdom

Job Category:

Customer Service

EU work permit required:

Yes

Job Reference:

6a56af760e3e

Job Views:

5

Posted:

24.04.2025

Expiry Date:

08.06.2025

Job Description:

Our Customer practice is looking for a visionary Customer Experience Director with deep Energy, Water, and Networks experience to join the team.

We all know the pace of change in customer experience is accelerating. Customer expectations have evolved, transformative technologies are rapidly maturing, and clients want to realize material business benefits through differentiated experiences. Our team is skilled and passionate about materially improving customer and colleague experience. We work from strategy to delivery, from understanding customer needs to designing new products or propositions and ensuring they are delivered with the service their target customer groups expect. Our experience and skills are underpinned by the credibility of knowing the latest business, technology, and AI changes required to deliver these improvements.

We are looking for exceptional individuals who have shaped and delivered customer experience transformations within the energy and/or water sectors, applying modern technologies to deliver significant customer and business benefits across Marketing, Sales, and Service. We want people with a strong point of view on how the latest technologies and AI can best be applied to improve the customer experience, alongside the credibility of having delivered significant change using these technologies to end users.

Energy Retail, Water, and Networks Focus:

Baringa has a long and successful history in utilities, deep expertise certified by our gold ranking in Energy, Utilities, and Environment in the prestigious Financial Times survey of the UK's leading management consultants for the eighth consecutive year.

We are particularly interested in experts who have deep experience in the energy retail, water, and networks sectors. The ideal candidate will have a proven track record of driving customer experience improvements in these industries, leveraging modern technologies to enhance customer engagement, design new propositions, improve service delivery, and operational efficiency. You will understand the unique challenges and opportunities within these sectors and can translate this knowledge into actionable strategies that deliver tangible benefits for our clients.

Whilst no two projects are identical, the typical work we partner with our clients on covers:

1. Leading the thinking and management, from definition through design into delivery, of large-scale customer transformation programmes.
2. Helping clients understand customer needs through a range of research and analysis approaches applied within a service design method, in order to reinvent customer products and services.
3. Reimagining the connected customer experience, across the role of the contact centre, to the evolution of physical and digital channels.
4. Advising on the most appropriate technology architecture to deliver transformative customer experiences, considering the latest market and client maturity to provide independent advice.
5. Providing expert advice on the customer service operating model of the future.

What you will be doing:

This is a leadership role in our Customer team. We are looking for a leader who is comfortable leading and selling work across the customer lifecycle, with a particular depth of experience in customer service experience within the utilities industry. As part of our customer leadership team, we expect you to be able to successfully demonstrate:

1. True thought leadership. We want a leader who has a strong point of view on the latest and greatest in customer experience, actively grows and maintains their relevancy and eminence, with a strong depth of experience in emerging technology.
2. Proven team builder. We are looking for someone who really cares about building successful teams and who can demonstrate a track record of growing teams and building followership.
3. Ability to win in the market: We are looking for someone to lead the growth of our Customer work in Utilities by working closely with industry colleagues, leading proposals, sharing insights on Customer practices, and leveraging your own network to drive sales and business growth.
4. Experience of selling and delivering customer or design-led transformation programmes, which bring together the best of design and delivery teams to deliver amazing customer experience improvements.
5. Credibility in understanding the latest customer experience trends, and applying this to both our client work and the propositions we bring to market.

We are also looking for a leader with a depth of experience in Customer Service. Areas we are particularly interested in are:

1. A background of shaping and selling work for the customer service function of the future, with experience and credibility in delivering this type of work in a management consultancy environment underpinned by proven sales capability.
2. Strong track record of delivering customer service of the future work, understanding the application of technology into the contact centre and across digital channels.

Baringa focuses on four key sectors: Energy & Resources, Financial Services, Government, and Products & Services. Whilst our Customer Services team works across all these sectors, we are looking for a leader in Energy & Resources (specifically in at least one of the following; Energy Retail, Network Operators, Water) who can demonstrate:

1. Deep understanding and relationships in Energy & Resources.
2. A desire to continue to deepen and broaden industry understanding and relationships and work closely with colleagues in our industry teams to drive the customer agenda with clients.

Your skills and experience:

1. Leadership experience working with clients in Customer Experience and Customer Service environments.
2. Experience leading and selling E2E Customer Transformation Programmes – from discovery to design and delivery.
3. Excellent practitioner knowledge of bringing together design and delivery teams to deliver transformative customer experiences.
4. End-to-end experience across Customer Service Strategy and Operating Model into delivery of complex technology and change programmes.
5. Channel experience across Contact Centre and Digital channels with expert knowledge of impacts of Digital, Data, and Cloud / Contact as a Service (CCaaS) technologies.
6. Depth of experience in emerging technology and how best to apply this to improve customer experience and realise transformative business benefits.
7. Deep experience, knowledge, and relationships in the Energy & Resources (specifically in at least one of the following; Energy Retail, Network Operators, or Water).
8. Leadership experience working in Agile and Hybrid methodologies.
9. Experience leading teams in this space and building internal capability.
10. Excellent interpersonal skills and ability to successfully navigate complex work environments and senior stakeholders (C-Suite and Board level).
11. Strong set of existing trusted client relationships.

What a career at Baringa will give you:

Putting People First.

Baringa is a People First company and wellbeing is at the forefront of our culture. We recognise the importance of work-life balance and flexible working and provide our staff amazing benefits. Some of these benefits include:

1. Generous Annual Leave Policy: 5 weeks of annual leave, fully available at the start of each year, plus an additional 2 weeks of paid leave after 5 years of continuous service.
2. Flexible Working: Hybrid working policy with flexibility around taking unpaid leave.
3. Corporate Responsibility Days: 3 days every year to help social and environmental causes.
4. Wellbeing Fund: Annual People Fund to support and manage wellbeing through an activity of choice.
5. Career Progression: Quarterly promotion reviews without quotas.
6. Profit Share Scheme: All employees participate in the Baringa Group Profit Share Scheme.