Role: Senior Consultant/ Manager - Ops Model design
Client Background
The organisation is a UK-based management consultancy specialising in the energy and utilities sector. The consultancy is recognised for combining deep sector expertise with practical delivery to help energy organisations navigate complexity, improve customer outcomes and build scalable operating models.
The Role
The consultancy is delivering an eight week engagement to design a high level operating model to sit alongside a modern SaaS platform as part of its go to market proposition. The objective is to improve customer experience, service quality, and operational performance by ensuring the technology is underpinned by a clear, effective operating model that clients can readily adopt. The engagement comprises a two week discovery phase, followed by six weeks of detailed design and documentation.
Responsibilities
1. Shape the future-state operating model across front-line and back-office functions
2. Lead or support discovery activities, including current-state assessment and future-state visioning
3. Define customer service, contact centre, and operational process models
4. Design back-office functions including billing, settlements, debt, complaints and service recovery
5. Clarify roles, responsibilities and interaction models
6. Produce high-quality documentation and design artefacts for external use
7. Work collaboratively with internal consultants and client stakeholders to develop a market-ready proposition
8. Ensure designs reflect constraints, regulation and real-world operational considerations
Experience
9. Strong consulting experience, ideally at Senior Consultant or Manager level
10. Proven experience designing or assessing operating models in energy retail
11. Understanding of SaaS-enabled operating models and platform-aligned transformation
12. Deep familiarity with customer service operations within retail
13. Experience across billing, settlements, debt management, complaints or related back-office functions
14. Ability to translate complex operational concepts into clear, structured documentation
15. Skilled in stakeholder engagement with both technical and operational teams
16. Comfortable working at pace on short, structured engagements