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Guidehouse Utilities Consultant-Customer Operations & Customer Technology in New York, New York

Overview

Guidehouse is a leading global provider of consulting services to the public and commercial markets with broad capabilities in management, technology, and risk consulting. We help clients address their toughest challenges and navigate significant regulatory pressures with a focus on transformational change, business resiliency, and technology-driven innovation. Across a range of advisory, consulting, outsourcing, and digital services, we create scalable, innovative solutions that prepare our clients for future growth and success. The company has more than 10,000 professionals in over 50 locations globally. Guidehouse is a Veritas Capital portfolio company, led by seasoned professionals with proven and diverse expertise in traditional and emerging technologies, markets, and agenda-setting issues driving national and global economies. For more information, please visit: www.guidehouse.com.

Responsibilities

In this client-facing role, Utilities Consultant-Customer Operations & Customer Technology, help energy providers transform their Customer Operations through digital strategy development and business integration of new and innovative technology solutions aimed at improving customer experience while increasing operational effectiveness. As an experienced industry professional, you will leverage your knowledge of meter-to-cash operations and processes, customer technology, performance metrics, and regulatory strategy to manage and deliver consulting engagements ranging from development of customer transformational strategy and roadmaps to leading business process (re)design in support of business integration of new technologies (e.g. AMI-enabled capabilities, customer engagement platforms, etc.)

The Utilities Consultant-Customer Operations & Customer Technology will function at the level of a Guidehouse Managing Consultant. Managing Consultants own client engagements from cultivation to completion. In this role, the Customer Operations and Customer Technology Managing Consultant is accountable for the activities of the project team and support the day-to-day management of the client relationship. The Utilities Consultant-Customer Operations & Customer Technology is expected to effectively develop and manage work plans, staffing, deadlines and budgets for multiple complex projects simultaneously. Work products are expected to be high-quality and client-ready. In this visible role, the Utilities Consultant-Customer Operations & Customer Technology will lead team meetings, and guide, manage, and coach consultants and senior consultants, providing constructive feedback on project participation and overall career development. The Utilities Customer Experience & Systems Consultant works closely with Directors and Managing Directors to keep them abreast of project progress and important developments. The Utilities Consultant-Customer Operations & Customer Technology support sales initiatives and practice development.

Responsibilities include:

  • Business process design with emphasis on meter-to-cash technology deployment and customer facing technology (e.g. CIS, Advanced Metering Infrastructure (AMI) capabilities such as Remote Connect Disconnect, Customer Relationship Management (CRM) systems such as Salesforce, etc.)

  • Defining business process flows and business requirements in support of a technology solution development

  • Journey mapping and design, persona development, and customer experience (CX) design

  • Digital strategy, including digital Customer Experience strategy and roadmap development

  • Customer operations performance assessment – analyzing maturity of customer operations capabilities across processes, technology, and talent/skills and developing improvement recommendations / defining improvement initiatives

  • Operational performance metrics and digital value levers development

  • Business case development

  • Help develop workshop presentations and facilitate client workshops

  • Conduct market scans/research and develop reports

  • Business development support (go-to-market offerings pre-sales, and developing business development presentations)

    We encourage career development and hiring for the long term. As a Utilities Consultant-Customer Operations & Customer Technology you will follow a clearly defined career path and continue to develop your project management and client relationship skills. As you are ready drive strategic solutions across multiple complex workstreams and become more involved in business development, you will have the opportunity to progress to the Associate Director level.

Qualifications

  • Bachelor’s Degree

  • Must have 7+ years of experience including business process design with emphasis on meter-to-cash technology deployment and customer facing technology within the utilities industry. Working experience should include Systems Integration and Advanced Metering Infrastructure (AMI) capabilities or similar

  • Strong working knowledge and experience in the following:

  • Utilities industry and cross-industry customer experience best practices and trends

  • Working with business users to create business and functional requirements for a technology solution implementation

  • Working with business stakeholders to manage change and prepare operations for adoption of new technology and/or processes

  • Working with IT delivery teams in support of a feature or product roll out

  • Management consulting

  • Project management

  • Workshop development & facilitation

  • Business Case development

  • Outstanding analytical problem-solving skills

  • Advanced PowerPoint and Excel skills required

  • Excellent verbal and written communications skills

  • Due to contract requirements, US Citizenship restrictions apply

    Preferred Qualifications

    In addition to the above listed:

  • Project Management Professional (PMP) certification

  • Lean Six Sigma

  • Experience with driving digital proficiency and digital channel adoption strategies

  • Metrics and key performance indicators development

  • Familiarity with the Salesforce platform

Additional Requirements

The successful candidate must not be subject to employment restrictions from a former employer (such as a non-compete) that would prevent the candidate from performing the job responsibilities as described.

Disclaimer

About Guidehouse

Guidehouse is an Equal Employment Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, national origin, ancestry, citizenship status, military status, protected veteran status, religion, creed, physical or mental disability, medical condition, marital status, sex, sexual orientation, gender, gender identity or expression, age, genetic information, or any other basis protected by law, ordinance, or regulation.

Guidehouse will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of applicable law or ordinance including the Fair Chance Ordinance of Los Angeles and San Francisco.

If you have visited our website for information about employment opportunities, or to apply for a position, and you require an accommodation, please contact Guidehouse Recruiting at 1-571-633-1711 or via email at RecruitingAccommodation@guidehouse.com . All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodation.

Guidehouse does not accept unsolicited resumes through or from search firms or staffing agencies. All unsolicited resumes will be considered the property of Guidehouse and Guidehouse will not be obligated to pay a placement fee.

Rewards and Benefits

Guidehouse offers a comprehensive, total rewards package that includes competitive compensation and a flexible benefits package that reflects our commitment to creating a diverse and supportive workplace.

Benefits include:

  • Medical, Rx, Dental & Vision Insurance

  • Personal and Family Sick Time & Company Paid Holidays

  • Position may be eligible for a discretionary variable incentive bonus

  • Parental Leave and Adoption Assistance

  • 401(k) Retirement Plan

  • Basic Life & Supplemental Life

  • Health Savings Account, Dental/Vision & Dependent Care Flexible Spending Accounts

  • Short-Term & Long-Term Disability

  • Tuition Reimbursement, Personal Development & Learning Opportunities

  • Skills Development & Certifications

  • Employee Referral Program

  • Corporate Sponsored Events & Community Outreach

  • Emergency Back-Up Childcare Program

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