Omnichannel CX Leader - Utilities

Do you want to boost your career and collaborate with expert, talented colleagues to solve and deliver against our clients' most important challenges? We are growing and are looking for people to join our team. You'll be part of an entrepreneurial, high-growth environment of 300.000 employees. Our dynamic organization allows you to work across functional business pillars, contributing your ideas, experiences, diverse thinking, and a strong mindset. Are you ready? About your role As aCustomer Contact Manager, you will be responsible for overseeing and optimizing customer interaction channels across voice, digital, and self-service platforms. You will lead initiatives to improve customer satisfaction, streamline contact center operations, and ensure consistent service delivery across touchpoints. This role requires a blend of operational leadership, customer-centric thinking, and technology awareness. You.. Have a broad business skill set including stakeholder management, problem-solving, and resilience Have experience in gathering, validating, synthesizing, documenting, and communicating data and information for a range of audiences Have excellent interpersonal skills and strong written and verbal communication skills in German (C2 proficiency) and English (C2 proficiency), project-related mobility/willingness to travel Lead the strategy and operations of customer contact channels (phone, email, chat, social media) Collaborate with IT and business teams to implement contact center technologies and automation Translate business requirements into functional designs and support customizing of SAP customer interaction processes Analyze customer interaction data to identify trends, pain points, and improvement opportunities Advise Product Owners on feasibility, complexity, and business value of customer-facing user stories. Develop and monitor KPIs for service quality, response time, and customer satisfaction Manage vendor relationships and ensure SLA compliance Train and support contact center teams to deliver consistent and empathetic service Drive continuous improvement through feedback loops and customer journey mapping Required Qualifications 5+ years of experience in customer service or contact center management Strong understanding of omnichannel customer engagement strategies Experience with CRM platforms, ticketing systems, and contact center technologies Experience with SAP IS-U/UC4G and customer engagement modules in utilities environments Strong understanding of customer service processes in the energy sector (Strom/Gas), including regulatory compliance Proven ability to lead teams and manage cross-functional projects Excellent analytical and communication skills Preferred Qualifications Experience in regulated sectors Familiarity with AI-driven customer service tools (e.g., chatbots, sentiment analysis) Certification in customer experience (e.g., CCXP) or contact center management Experience with digital transformation or service design projects Given that this is just a short snapshot of the role we encourage you to apply even if you don't meet all the requirements listed above. We are looking for team members who strive to make an impact and are eager to learn. If this sounds like you and you feel you have the skills and experience required, then please apply now. About your team Our Energy Practice helps some of the largest global firms and most recognizable brands solve their biggest challenges in today’s age of constant disruption. With diverse services spanning strategy and digital innovation, to omni-channel customer experience, supply chain optimization, we help clients shape and achieve their growth agenda for a sustainable future. About Infosys Consulting Be part of a globally renowned management consulting firm on the front-line of industry disruption and at the cutting edge of technology. We work with market leading brands across sectors. Our culture is inclusive and entrepreneurial.Being a mid-size consultancy within the scale of Infosys gives us the global reach to partner with our clients throughout their transformation journey. Our core values, IC-LIFE, form a common code that helps us move forward. IC-LIFE stands for Inclusion, Equity and Diversity, Client, Leadership, Integrity, Fairness, and Excellence. To learn more about Infosys Consulting and our values, please visit our careers page . Within Europe, we are recognized as one of the UK’s top firms by the Financial Times and Forbes due to our client innovations, our cultural diversity and dedicated training and career paths. Infosys is on the Germany’s top employers list for 2023. Management Consulting Magazine named us on their list of Best Firms to Work for. Furthermore, Infosys has been recognized by the Top Employers Institute, a global certification company, for its exceptional standards in employee conditions across Europe for five years in a row. We offer industry-leading compensation and benefits, along with top training and development opportunities so that you can grow your career and achieve your personal goals. Curious to learn more? We’d love to hear from you.... Apply today! #J-18808-Ljbffr Infosys Consulting