Director, Customer Engagement

The role

You will lead CX projects including strategy development, operational assessments, and customer research for utility clients. You will also partner with sales, lead client meetings, and develop team members within the practice.

What you will do

• Lead CX projects including strategy development, operational assessments, design thinking, journey mapping, and customer research
• Partner with sales team during the sales process to scope solutions
• Lead client meetings and workshops
• Work with the delivery team on project planning and status reporting
• Develop practice processes and marketing content
• Develop team members 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

Required 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
• 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

Nice to have

• Experience working with or around utilities, energy, consulting, research, or adjacent fields
• Experience overseeing a portfolio of projects and contributing to team or practice-level budgeting, forecasting, and resource planning

Benefits

• Medical, dental, and vision plans
• Company-paid life insurance
• Company-paid long- and short-term disability insurance
• Medical and dependent-care flexible spending plans
• Paid parental leave
• Flexible time off (FTO) policy
• 401(k) plan with a 3% employer match

Before you apply

• Applicants must be authorized to work for any employer in the US or Canada
• Unable to sponsor or take over sponsorship of employment visas or Labour Market Impact Assessments (Cdn)

About the company

E Source is a research, data/analytics, and technology focused professional services firm focused exclusively on the utility industry in the US and Canada. Headquartered in Texas, it has 450+ employees.