Customer Service Excellence Leader

23 hours ago


Doha, Baladīyat ad Dawḩah, Qatar Stantec Consulting International Ltd. Full time
We are currently seeking an experienced professional to lead our customer service team in a major 5-year consulting project with a public sector organization focused on the operation and maintenance of roads and drainage assets. The Infrastructure Customer Service Leader will report directly to the Program Director and be responsible for leading consulting and client teams in the implementation of transformational customer service projects. This role requires strong leadership and team development skills, excellent analytical, strategic thinking, and problem-solving abilities, as well as familiarity with customer service technologies and methodologies, especially those involving Artificial Intelligence.

The ideal candidate will have a minimum of 25 years of experience in a relevant industry, with at least 12 years in a leading role, preferably within the roads or drainage sectors. Both regional and international experience is required, with a minimum of 8 years of experience gained working in North America, W. Europe, Australia, or equivalent. Proven experience in leading projects focused on enhancing customer engagement and satisfaction is essential. Additionally, the candidate should possess a Bachelor's degree from a recognized university in the USA, Canada, Western Europe, Australia, or New Zealand, and a Master's degree is preferred. Required relevant Chartered status and Professional License(s).

Responsibilities:
  • Lead and inspire a cross-functional team of consultants and client personnel dedicated to enhancing customer service delivery.
  • Design and implement customer service strategies that improve engagement, satisfaction, and responsiveness.
  • Collaborate closely with client stakeholders to identify customer service needs and opportunities for enhancement.
  • Stay informed about emerging trends in customer service and facilitate training sessions and workshops to improve the customer service capabilities of the client team.


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