Director - Customer, Front Office Transformation - Power, Utilities & Renewables

As a Director at Deloitte, you will lead front office transformation for Power and Utilities clients, helping them redesign customer journeys and operating models and realise value from front office technologies. Your remit will span sales, marketing, customer service, digital channels and field service, connecting these capabilities with billing, metering and core operational systems. This is a market-making role: you will shape propositions, build senior client relationships and lead complex business-led, technology-enabled programmes that deliver measurable customer and commercial outcomes., This is a highly visible and impactful role for a strategic leader with a proven track record in Power and Utilities and front office transformation. You will be responsible for:

· Developing and leading the Power and Utilities front office transformation strategy, identifying market opportunities, shaping differentiated propositions and building a pipeline of work across energy retail, networks, generation, renewables and water.

· Leading and developing multidisciplinary teams of customer strategists, service designers, business consultants, architects and technology specialists, bringing together business change and platform delivery expertise.

· Leading complex front office programmes from strategy, business case and roadmap through design, implementation and adoption. This includes customer onboarding, account management, billing enquiries, complaints, connections, outage communications and field service journeys, with accountability for quality, budgets, delivery risks and benefits realisation.

· Building trusted relationships with senior customer, commercial, operations and technology leaders; translating their priorities into transformation opportunities; and leading pursuits, proposals and commercial negotiations.

· Shaping technology choices and delivery approaches across Salesforce, Adobe, Google and complementary front office platforms, including Microsoft Dynamics 365, SAP customer experience solutions, digital experience and marketing platforms, contact centre technologies and field service solutions. Ensuring integration with customer information, billing, metering and operational systems, supported by effective data governance, security and responsible use of AI.

· Building technology alliance relationships and contributing to Deloitte's thought leadership in Power and Utilities customer transformation. Defining measurable outcomes such as improved customer satisfaction, lower cost to serve, stronger digital adoption and increased sales effectiveness, while embedding customer accessibility and support for vulnerable customers into solution design.

· A strong academic background in a relevant field, such as business, engineering, information technology or computer science.

· Considerable experience in Power and Utilities, with a proven track record of delivering customer and front office transformation programmes in one or more relevant sub-sectors, including energy retail, networks, generation, renewables or water.

· Deep understanding of Power and Utilities business models, customer journeys and operational processes, including the connections between customer service, billing, metering and field operations. Awareness of relevant regulatory obligations, affordability challenges, vulnerable customer needs and the implications of the energy transition for customer propositions.

· Proven experience leading and developing multidisciplinary consulting and delivery teams, working across customer strategy, experience design, operating models, technology implementation and organisational change.

· Excellent communication, presentation and relationship-building skills, with the ability to influence senior stakeholders, translate technical choices into business implications and build compelling propositions and proposals.

· Strong programme leadership and commercial management skills, including delivery governance, risk management, budget ownership and benefits tracking across multiple workstreams and partners.

· Experience developing front office strategies, target operating models, business cases and implementation roadmaps, with a clear focus on customer outcomes, process improvement, user adoption and measurable commercial value.

· Strong experience shaping and delivering technology-enabled transformation across relevant sales, service, marketing, industry and field service capabilities, alongside an understanding of alternative and complementary technologies such as Microsoft Dynamics 365, SAP customer experience solutions, contact centre and digital experience platforms. Ability to guide platform selection, integration and customer data decisions, with a strong understanding of privacy, security and responsible AI. Relevant platform certifications are advantageous; expertise in every platform is not required., Distinctive thinking, deep expertise, innovation and collaborative working. That's what connects us. That's what makes us Deloitte. If you want to help solve some of the biggest tech and transformational challenges around, join us. Together, we'll make an impact that matters.

Deloitte drives progress. Using our vast range of expertise, we help our clients' become leaders wherever they choose to compete. To do this, we invest in outstanding people. We build teams of future thinkers, with diverse talents and backgrounds, and empower them all to reach for and achieve more.

What brings us all together at Deloitte? It's how we approach the thousands of decisions we make every day. How we behave,our beliefs and our attitudes. In other words: our values. Whatever we do, wherever we are in the world, we lead the way, serve with integrity, take care of each other, foster inclusion, and collaborate for measurable impact.

These five shared values lead every decision we make and action we take, guiding us to deliver impact how and where it matters most., "What attracted me to Deloitte were the endless opportunities and the collective experience of other like-minded individuals. Deloitte's clients include many of the world's largest organisations; I wanted to be part of a team that made a difference that I could be proud of."

-Dan, Technology and Transformation

"I get to work on projects that help clients in a sector I feel truly passionate about."

-Rhiannon, Technology and Transformation

"Everyone always says "it's the people," and that's true. Working for a brand you feel proud of feels pretty good too. And you don't have any stress about fitting into a particular stereotype, because there are so many different types of people in Deloitte Digital.", Making an impact is more than just what we do: it's why we're here. So we work hard to create an environment where you can experience a purpose you believe in, the freedom to be you, and the capacity to go further than ever before.

We want you. The true you. Your own strengths, perspective and personality. So we're nurturing a culture where everyone belongs, feels supported and heard, and is empowered to make a valuable, personal contribution. You can be sure we'll take your wellbeing seriously, too. Because it's only when you're comfortable and at your best that you can make the kind of impact you, and we, live for.

Your expertise is our capability, so we'll make sure it never stops growing. Whether it's from the complex work you do, or the people you collaborate with, you'll learn every day. Through world-class development, you'll gain invaluable technical and personal skills. Whatever your level, you'll learn how to lead., A career at Deloitte is an opportunity to develop in any direction you choose. Join us and you'll experience a purpose you can believe in and an impact you can see. You'll be free to bring your true self to work every day. And you'll never stop growing, whatever your level.