EY is a leading global consultancy firm dedicated to delivering innovative solutions to complex business challenges. With a reputation for excellence, we collaborate with clients across various industries to drive transformational change, optimize performance, and achieve sustainable growth.

The Opportunity

The Supply Chain and Operations Consulting team drives business performance by optimizing and transforming supply chain and manufacturing functions. They design advanced planning processes, translate business strategy into actionable supply chain solutions, and enhance manufacturing productivity through digital and operational improvements. The team also develops frameworks to improve supply chain services and operations across value chains.

We are seeking a manager to join the team in a Customer-Centric Digital Transformation role within Supply Chain and Operations Consulting.

Key Responsibilities

• Map the End-to-End Customer Journey, ensuring that AMI capabilities (e.g., usage alerts) are visible on the new BCRM Customer Portal.

• Lead the design of the Mobile App strategy, focusing on self-service features that reduce call center load.

• Facilitate "Change Impact Assessments" for the internal client team moves from managed services to internal operations.

• Develop proactive communication templates (SMS/Email) triggered by AMI events (outages, high-usage alerts).

• Extend customer journey mapping to include billing exceptions, VEE-driven rebills, and prepayment scenarios (credit exhaustion, reconnection, customer protection)

• Advice on AMI data usage standards for customer diagnostics, case notes, and consistent explanations to customers

• Align customer communications to event/alarm severity and agreed response timelines (what customers see and when)

Qualifications

• 10+ years in CX Strategy and Digital Transformation in utilities, ideally in a transition from "Service" to "Experience" models. Expert in mapping the "Customer Journey" from connection to disconnection.

• Master’s degree in business administration or master’s degree in digital Transformation / Innovation Management.

• Consulting working experience is preferred

• Experience in the Utilities sector is required, with mandatory expertise in the Electric sector; experience in the Water sector is an advantage.

• English is mandatory, Arabic is a plus.

Work Environment

• Based in the Middle East (KSA, UAE, Qatar,..), with flexibility for remote and onsite engagements.

• High-performance team culture fostering continuous learning and development

• Travel may be required based on client needs

What we look for

Highly motivated individuals with excellent problem-solving skills and the ability to prioritize shifting workloads in a rapidly changing industry. An effective communicator, you’ll be a confident team player that collaborates with people from various teams while looking to develop your career in a dynamic organization.

What we offer you

At EY, we’ll develop you with future-focused skills and equip you with world-class experiences. We’ll empower you in a flexible environment, and fuel you and your extraordinary talents in a diverse and inclusive culture of globally connected teams. Learn more.

Are you ready to shape your future with confidence? Apply today.

To help create an equitable and inclusive experience during the recruitment process, please inform us as soon as possible about any disability-related adjustments or accommodations you may need.

EY | Building a better working world

EY is building a better working world by creating new value for clients, people, society and the planet, while building trust in capital markets.

Enabled by data, AI and advanced technology, EY teams help clients shape the future with confidence and develop answers for the most pressing issues of today and tomorrow.

EY teams work across a full spectrum of services in assurance, consulting, tax, strategy and transactions. Fueled by sector insights, a globally connected, multi-disciplinary network and diverse ecosystem partners, EY teams can provide services in more than 150 countries and territories.