Director, Customer Engagement

E Source; United States; Remote; USD 180,000 - 240,000; Full time

Benefits offered by this job

Medical, dental, vision insurance

401(k) with company match

Paid parental leave

Flexible time off (FTO)

Job summary

E Source, a utilities-focused research, data/analytics, and technology professional services firm, is hiring a Director of Customer Engagement. This remote role involves leading CX strategy, operational assessments, and customer research for utility clients across the US and Canada.

You will mentor teams, shape engagement delivery, and partner with sales to scope solutions. Travel is expected up to ~50% of the time; a top candidate has 15+ years in consulting with strong client relationships.

Qualifications

• At least 15 years of consulting or industry experience, including at least 8 years in consulting.
• Experience leading large customer transformations across people, process, and technology.
• Expertise in meter-to-cash and customer service operations.
• Experience working with Customer Information System (CIS) vendors and implementers.
• Willingness to travel, currently ~50% of time.

Responsibilities

• Lead CX projects, including strategy development, operational assessments, design thinking, journey mapping, and customer research.
• Partner with the sales team to scope solutions clearly with clients.
• Lead client meetings and workshops, and guide the delivery team on project planning and status reporting.
• Develop practice processes and marketing content (SOPs, case studies, white papers).
• Develop team members through coaching, career development, and skill building.
• Mentor consultants in the customer practice and build trusted client relationships.

Skills

Client leadership

Project management

Strategic thinking

Communication

Education

Bachelor’s degree (business/marketing or related)

Job description

Currently hiring for January 2027 start dates

At E Source, we help utilities make sense of complexity in a rapidly changing landscape, and we’re looking for a Director, Customer Engagement to help shape how that impact shows up in the world.

E Source is a research, data/analytics, and technology focused professional services firm focused exclusively on the utility industry in the US and Canada. We help utilities target and serve their customers more effectively, enhance and optimize their grid, and leverage operating best practices and technologies to manage their business more effectively. Headquartered in Texas, we have 450+ employees across the US and Canada. Learn more at www.esource.com

As a Director in our Customer Consulting practice, you’ll lead projects that help utility clients solve complex problems in customer experience (CX), meter-to-cash, and customer operations. You’ll analyze and evaluate the processes, policies, and technologies behind their customer operations, helping them deliver positive experiences and engaging communications, build a customer‑centric culture, and offer effective programs and services. This role is ideal for someone who enjoys working at the intersection of customer strategy, operations, and technology, brings strong judgment to complex problems, and wants to contribute to work that shapes real‑world decisions in the energy industry.

In this role, you will:

• Lead CX projects, including strategy development, operational assessments, design thinking, journey mapping, and customer research, to identify strengths and opportunities to improve the experience for our utility clients’ customers

• Partner with our sales team during the sales process to scope solutions clearly with clients

• Lead client meetings and workshops, and work with the delivery team on project planning and status reporting

• Develop practice processes and marketing content, such as standard operating procedures, case studies, and white papers

• Develop team members in the practice through performance coaching, career development, and skill building

• Mentor consultants interested in joining the customer practice

• Build and maintain deep, trusted relationships with clients and partners so E Source remains their go‑to provider

You’re likely a great fit if you:

• Have a demonstrated record of managing major client engagements, developing long‑term client relationships, and serving as a trusted senior advisor

• Can direct multiple project managers, technical specialists, subcontractors, and cross‑functional contributors toward shared outcomes

• Make sound strategic decisions in ambiguous environments, and balance the big picture with the details required for reliable execution

• Bring strong business acumen and understand how client value, project economics, staffing, risk, and business development connect

• Can anticipate future problems, identify patterns and root causes, and lead teams toward practical solutions

• Communicate complex ideas clearly in writing and verbally, and can lead high‑impact discussions with technical and nontechnical audiences

• Have deep knowledge of the utility or energy industry, including relevant best practices, trends, policies, regulatory contexts, or operational environments

• Have a track record of coaching managers and developing staff, teams, and future leaders

• Model collaboration, integrity, customer focus, adaptability, accountability, and a consistent drive for results

And even better if you:

• Have experience working with or around utilities, energy, consulting, research, or adjacent fields

• Have experience overseeing a portfolio of projects and contributing to team or practice‑level budgeting, forecasting, and resource planning

Experience and Skills to Qualify Include:

• At least 15 years of consulting or industry experience, including at least 8 years in consulting

• Experience leading large customer transformations across people, process, and technology

• Expertise in meter‑to‑cash and customer service operations

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

• Bachelor’s degree in business, marketing, or a related field, or equivalent work experience

• Willingness and ability to travel to client sites, currently estimated at about 50% of your time depending on client needs

At E Source, you’ll work alongside people who are thoughtful, curious, and deeply knowledgeable about utility and energy systems. We value clarity over jargon, substance over flash, and collaboration over ego. You’ll have the opportunity to grow your skills, contribute to meaningful work, and help shape a company that plays a real role in how the energy future unfolds.

What you can expect:

• Excellent insurance options, including medical, dental, and vision plans; company‑paid life insurance; company‑paid long‑ and short‑term disability insurance; medical and dependent‑care flexible spending plans, and paid parental leave.

• A flexible time off (FTO) policy that provides paid time away from work, approved by your manager, while ensuring business needs, workload commitments, and appropriate coverage are maintained.

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

The budgeted salary for this position is $180,000–$240,000 USD + annual bonus. Actual pay will be adjusted based on experience.

This role will be remote, with travel to client sites estimated at about 50% of your time, depending on client and engagement needs.

Applicants must be authorized to work for any employer in the US or Canada. We’re unable to sponsor or take over sponsorship of employment visas or Labour Market Impact Assessments (Cdn) at this time.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.