Job description

Reporting directly to the Senior Vice President of Retail, this advisory seat sits inside a newly formed leadership team building a customer-centric Retail organization from the ground up. You bring the credibility of a former senior executive or consultant who has led or advised on large-scale customer operations, ideally within energy, utilities, telecom or a comparable regulated business. Strategic and operational guidance flows from this role on everything from the target operating model to service delivery across front-office, back-office and regional teams. Customer service, onboarding, payments, collections, complaints management and digital channels all fall within scope, and expert guidance on each of them shapes how the function actually runs. Large-scale transformation initiatives move through this seat too, covering digital migration, CRM, systems integration and business separation activities. Governance gets embedded alongside the operational work, with SLAs, handoffs, escalation paths and KPIs established as the new function takes shape. Lessons and leading practices from prior customer operations roles get shared directly with the SVP and the wider leadership team. Change management, stakeholder alignment and capability building round out the mandate, supporting the organization as it moves from newly formed to fully operational.