Director, Customer Engagement

E Source

12d • $180,000 - $240,000 • Remote

About The Position

E Source is a research, data and analytics, and technology-focused professional services firm serving the utility industry in the United States and Canada. It helps utilities improve customer service, optimize their grids, and use operating practices and technology to manage their businesses. E Source is headquartered in Texas and has more than 450 employees across the US and Canada.

The Director, Customer Engagement will lead projects in the Customer Consulting practice that help utility clients address challenges in customer experience (CX), meter-to-cash, and customer operations. The role assesses client processes, policies, and technologies and helps clients improve customer experiences and communications, foster customer-centric cultures, and develop effective programs and services. The Director works at the intersection of customer strategy, operations, and technology, applying sound judgment to complex problems and contributing to decisions in the energy industry.

The role is remote, with travel to client sites currently estimated at about 50% of the time, depending on client and engagement needs. The advertised start dates are in January 2027.

Requirements

• At least 15 years of consulting or industry experience, including at least 8 years in consulting.
• Experience leading large customer transformations across people, process, and technology.
• Expertise in meter-to-cash and customer service operations.
• Experience working with Customer Information System (CIS) vendors and implementers.
• Bachelor’s degree in business, marketing, or a related field, or equivalent work experience.
• Willingness and ability to travel to client sites, currently estimated at about 50% of the time depending on client needs.
• Demonstrated record of managing major client engagements, developing long-term client relationships, and serving as a trusted senior advisor.
• Ability to direct multiple project managers, technical specialists, subcontractors, and cross-functional contributors toward shared outcomes.
• Ability to make sound strategic decisions in ambiguous environments and balance the big picture with details required for reliable execution.
• Strong business acumen and understanding of how client value, project economics, staffing, risk, and business development connect.
• Ability to anticipate problems, identify patterns and root causes, and lead teams toward practical solutions.
• Ability to communicate complex ideas clearly in writing and verbally, and lead high-impact discussions with technical and nontechnical audiences.
• Deep knowledge of the utility or energy industry, including relevant best practices, trends, policies, regulatory contexts, or operational environments.
• Track record of coaching managers and developing staff, teams, and future leaders.
• Model collaboration, integrity, customer focus, adaptability, accountability, and a consistent drive for results.

Nice To Haves

• Experience working with or around utilities, energy, consulting, research, or adjacent fields.
• Experience overseeing a portfolio of projects and contributing to team- or practice-level budgeting, forecasting, and resource planning.

Responsibilities

• Lead CX projects, including strategy development, operational assessments, design thinking, journey mapping, and customer research, to identify strengths and opportunities to improve utility customers’ experiences.
• Partner with the sales team during the sales process to scope solutions clearly with clients.
• Lead client meetings and workshops, and work with the delivery team on project planning and status reporting.
• Develop practice processes and marketing content, such as standard operating procedures, case studies, and white papers.
• Develop practice team members through performance coaching, career development, and skill building.
• Mentor consultants interested in joining the customer practice.
• Build and maintain deep, trusted relationships with clients and partners.
• Direct project managers, technical specialists, subcontractors, and cross-functional contributors toward shared outcomes.
• Contribute to team or practice-level budgeting, forecasting, and resource planning.

Benefits

• Medical, dental, and vision insurance plans.
• Company-paid life insurance.
• Company-paid long- and short-term disability insurance.
• Medical and dependent-care flexible spending plans.
• Paid parental leave.
• Flexible time off (FTO), approved by the manager while maintaining business needs, workload commitments, and appropriate coverage.
• 401(k) plan with a 3% employer match.
• Annual bonus.

What This Job Offers

• Job Type: Full-time
• Career Level: Director