Required Skills & Experience
· Lead the end-to-end delivery of the SAP CX workstream, including Discovery, Blueprint, Design, Build, Integration, SIT, UAT, Cutover, Go-Live, and Hypercare phases.
· Drive complex client engagements, facilitating design authority sessions, steering committee meetings, fit-to-standard workshops, and issue resolution discussions.
· Design and optimize end-to-end utility customer lifecycle processes, including:
o Move-In / Move-Out
o Billing Inquiries
o Complaints Management
o Payments & Collections
o Outage Management
o Debt Management
o Customer Service Operations
· Own SAP CX solution architecture and integration design across SAP Service Cloud, SAP S/4HANA, SAP IS-U, and downstream systems.
· Design and manage integrations utilizing SAP CPI, APIs, CTI platforms, payment gateways, customer portals, and third-party applications.
· Lead and mentor onshore and offshore teams, ensuring effective scope management, project planning, RAID management, quality assurance, and governance.
· Analyze business requirements and translate them into scalable SAP Utilities and Customer Experience solutions.
· Configure and implement SAP Utilities solutions, including SAP IS-U and SAP CRM/Service Cloud functionalities.
· Collaborate with cross-functional business and technical teams to ensure successful project delivery.
· Provide solution guidance, knowledge transfer, user training, and post-production support.
· Stay current with SAP product enhancements, utility industry trends, and regulatory requirements.
Preferred Qualifications
· Minimum of two full lifecycle SAP CX implementations for Utilities clients, with leadership accountability from Blueprint through Hypercare.
· 8–12 years of SAP consulting experience.
· 5+ years of experience in SAP CX/CRM solutions within the Utilities industry.
· Deep expertise in SAP Service Cloud and/or SAP CRM for Utilities.
· Strong understanding of SAP IS-U business processes and integration patterns.
· Experience with SAP S/4HANA Utilities transformations.
· Expertise in business process design methodologies, including BPMN, Value Stream Mapping, and Customer Journey Mapping.
· Proven experience leading workshops, fit-gap analyses, stakeholder discussions, and cross-functional teams of five or more resources.
· Excellent communication, presentation, facilitation, and stakeholder management skills.
Role Summary
The SAP CX / SAP IS-U Utilities Lead Consultant will be responsible for designing, implementing, and delivering SAP Customer Experience and Utilities solutions for utility industry clients. The consultant will work closely with business stakeholders and technical teams to optimize customer service operations, improve customer experience, streamline utility processes, and ensure successful delivery of enterprise SAP transformation programs.
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