Senior Manager - Customer Experience (Utilities & Energy)
About Baringa
We set out to build the world’s most trusted consulting firm – creating lasting impact for clients and pioneering a positive, people-first way of working. We work with everyone from FTSE 100 names to bright new start-ups, in every sector.
You’ll find us collaborating shoulder-to-shoulder with our clients, from the big picture right down to the detail: helping them define their strategy, deliver complex change, spot the right commercial opportunities, manage risk or bring their purpose and sustainability goals to life. Our clients love how we get to know what makes their organisations tick – slotting seamlessly into their teams and being proudly geeky about solving their challenges.
We have hubs in Europe, the US, Asia and Australia, and we work all around the world - from a wind farm in Wyoming to a boardroom in Berlin. Find us wherever there's a challenge to be tackled and an impact to be made.
Find out more at baringa.com or on LinkedIn and Twitter.
Our Customer practice are looking for a visionary Customer Experience Senior Manager or 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. Our team work from strategy to delivery, from understanding customer needs, shaping the future direction and strategy, designing new products or propositions and then making sure 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 change required to deliver these improvements. We are positioned at the forefront of this wave of change and are looking for the right experts to join our experienced team.
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:
- Leading the thinking and management, from definition through design into delivery, of large-scale customer transformation programmes
- 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
- Reimagine the connected customer experience, across the role of the contact centre, to the evolution of physical and digital channels
- Advising on the most appropriate technology architecture to deliver transformative customer experiences, considering latest market and client maturity to provide independent advice
- 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:
- 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. Someone who is experienced speaking with clients and at industry events to continue to build brand in the market
- 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. We want someone who is excited about joining a growing team and who wants to play a lead role in inspiring and nurturing our future leaders
- 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.
- 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
- 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
- A background of shaping and selling work for the customer service function of the future. We expect you to bring experience and credibility of delivering this type of work in a management consultancy environment underpinned by proven sales capability. You will have strong relationships to enable your commercial success
- Strong track record of delivering customer service of the future work. We are looking for people who really understand the application of technology into the contact centre and across digital channels, who know what it takes to drive successful user adoption and are experienced working on complex change programmes.
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
- Deep understanding and relationships in Energy & Resources
- 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
- Leadership experience working with clients in Customer Experience and Customer Service environments
- Experience leading and selling E2E Customer Transformation Programmes – from discovery to design and delivery
- Excellent practitioner knowledge of bringing together design and delivery teams to deliver transformative customer experiences
- End to end experience across Customer Service Strategy and Operating Model into delivery of complex technology and change programmes
- Channel experience across Contact Centre and Digital channels with expert knowledge of impacts of Digital, Data and Cloud / Contact as a Service (CCaaS) technologies and how clients can best leverage these new capabilities
- Depth of experience in emerging technology and how best to apply this to improve customer experience and realise transformative business benefits
- Deep experience, knowledge and relationships in the Energy & Resources (specifically in at least one of the following; Energy Retail, Network Operators or Water)
- Leadership experience working in Agile and Hybrid methodologies
- Experience leading teams in this space and building internal capability
- Excellent interpersonal skills and ability to successfully navigate complex work environments and senior stakeholders (C-Suite and Board level)
- Strong set of existing trusted client relationships
What a Career At Baringa Will Give You
Putting People First.
Benefits
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:
- Generous Annual Leave Policy: We recognise everyone needs a well-deserved break. We provide our employees with 5 weeks of annual leave, fully available at the start of each year. In addition to this, we have introduced our 5-Year Recharge benefit which allows all employees an additional 2 weeks of paid leave after 5 years continuous service.
- Flexible Working: We know that the ‘ideal’ work-life balance will vary from person to person and change at different stages of our working lives. To accommodate this, we have implemented a hybrid working policy and introduced more flexibility around taking unpaid leave.
- Corporate Responsibility Days: Our world is important to us, so all our employees get 3 every year to help social and environmental causes and increase our impact on the communities that mean the most to us.
- Wellbeing Fund: We want to encourage all employees to take charge and prioritise their own wellbeing. We’ve introduced our annual People Fund to support this by offering every individual a fund to support and manage their wellbeing through an activity of their choice.
- Career Progression: No one develops at the same pace. That’s why we have quarterly rather than annual promotion reviews. We don’t have any quotas: if you’re ready and delivering at the right level, you’ll get that promotion.
- Profit Share Scheme: All employees participate in the Baringa Group Profit Share Scheme so everyone has a stake in the company’s success.
Diversity and Inclusion.
We are proud to be an Equal Opportunity Employer. We believe that creating an environment where everyone feels a sense of belonging is central to our culture and that diversity is paramount to driving creativity, innovation, and value for our clients and for our people.
An award-winning workplace.
You can be a part of our ‘Great Place to Work’ – with our commitment to women and well-being in the workplace for all. Click here to see some of our recent awards and how we’ve achieved this.
Using business as a force for good.
We maintain high standards of environmental performance and transparency, which can be seen through our commitment to Net Zero with our SBTI-verified Scope 1, 2 and 3 emissions reduction targets and our support of the Better Business Act. We report our progress publicly and ensure that we are also externally assessed and scored through organisations like CDP and EcoVadis - helping us to continually identify where we can improve.
We have a long legacy of supporting the communities in which we work, and offer a variety of ways to contribute, by putting people first and creating impact that lasts. Our Corporate Social Responsibility (CSR) agenda is about giving back to the communities in which we live and work by sharing our skills, talent and time. In essence, we aim to empower and encourage everyone in the firm to contribute to the things we care about, and support registered charities and organisations with a clear social or environmental purpose to increase the positive impact they can have.
Join us
Our award-winning people-first philosophy has always made us distinctive. We’re a bunch of proudly geeky experts who come from industries around the world. We’re a kind and curious team who are building a culture where people can achieve their best, celebrate our differences, and create impact that lasts.
