Senior Manager - Customer Experience in Power & Utilities

Sector BC - P And U - Senior Manager

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GDS Consulting – Power & Utilities

 

Role: Senior Manager / Lead – Customer Experience

 

 

The Opportunity

 

We are hiring Senior Manager / Lead roles with 15+ years of experience to provide end-to-end leadership across the Power & Utilities value chain. These roles are designed for professionals with strong electrical engineering foundations, deep domain expertise in their respective pillar, and proven ability to lead teams, deliver complex programs, and drive business and technical excellence. The role involves working with US and European utility clients within a global MNC consulting environment.

 

 

Core Responsibilities

 

• Act as the end-to-end domain authority for the assigned pillar
• Own engineering, operational, and digital perspectives across the domain
• Define domain strategy, transformation roadmaps, and best practices
• Lead large, complex utility programs involving engineering, operations, and technology workstreams
• Govern solution design, system architecture, integration, and implementation
• Ensure compliance with grid codes, safety standards, regulatory requirements, and utility operating practices
• Build and scale domain-centric teams; mentor engineering leads, architects, and managers
• Engage with US and European utility clients as a trusted advisor

 

 

Customer Experience Domain Expertise

 

• Utility customer operations from an engineering perspective
• Metering technologies (AMI, smart meters, MDMS)
• Meter-to-cash processes
• Outage and reliability-driven customer communication
• Ability to connect network events and electrical operations with customer experience
• Exposure to CIS, billing, CRM, CX platforms and integration with OMS and enterprise data platforms

 

 

Qualifications

 

• 15+ years of experience in the Power & Utilities sector
• Demonstrated hands-on domain expertise in the respective pillar
• Proven experience leading teams and complex utility programs
• Experience working with US and European utility clients
• Prior experience in a global MNC or large system integrator / consulting firm
• B.Tech / B.E. in Electrical or Electrical & Electronics Engineering (mandatory)
• MBA in Power / Energy / Operations / Strategy (preferred)

 

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Experience Level

Senior Level