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

Bristol, Edinburgh, Glasgow, London, Manchester

Business Line

Job Type

Permanent / FTC

Date published

09-Nov-2026

24048

Connect to your Industry Power and Utilities organisations need to transform how they attract, engage and serve customers while responding to the energy transition, affordability pressures and changing expectations of digital services. Across energy retail, power networks, generation, renewables and water, front office transformation connects customer strategy, experience, people, processes and technology to deliver better customer outcomes and more effective operations.

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.

Connect to your career at Deloitte 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.

Connect to your opportunity 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.

Connect to your skills and professional experience The successful candidate will possess:

• 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.

Connect to your business - Technology and Transformation 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.

Customer In Customer, this role brings together customer strategy, experience design, front office operating models and technology-enabled transformation to help Power and Utilities clients improve how they engage, sell to and serve their customers.

Working across business and technology teams, you will connect front office capabilities with the wider enterprise to deliver sustainable growth, more effective service and better customer experiences.

Personal independence Regulation and controls are standard practice in our industry and Deloitte is no exception. These controls provide important legal protection for both you and the firm. We are subject to a number of audit regulations, one of which requires that certain colleagues abide by specific personal independence constraints (e.g., in relation to any financial interests and employment relationships). This can mean that you and your "Immediate Family Members" are not permitted to hold certain financial interests (shares, funds, bonds etc.) with audit clients of the firm, and also prohibitions on certain employment relationships (e.g., you are not permitted to hold a secondary employment role with SEC audit clients of the firm whilst being employed by the firm). The recruitment team will provide further detail as you progress through the recruitment process or you can contact the Independence team upon request.

Connect with your colleagues "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."

-Gillian, Technology and Transformation

Our hybrid working policy You'll be based in London, Bristol, Birmingham or Manchester with hybrid working.

At Deloitte we understand the importance of balancing your career alongside your home life. That's why we'll support you to work flexibly through our hybrid working policy. Depending on the requirements of your role, you'll have the opportunity to work in your local office, virtual collaboration spaces, client sites and remotely. You'll get the chance to meet face to face when needed, while you collaborate and learn from colleagues, share your experiences, and build the relationships that will fuel your career and prioritise your wellbeing . click apply for full job details