Domain Expert

Job Purpose

Provide subject matter expertise across electricity and gas utility operations, with particular focus on Australian and UK retail markets. The role will connect market and process knowledge with operational data to identify process gaps, simplify customer journeys, strengthen controls and recommend practical solutions that deliver measurable business value.

Job Requirements*

• 8-10+ years of experience in BPO, shared services, customer operations, service delivery or transformation, including at least 5 years in electricity and/or gas utilities.

• Strong understanding of the utility value chain, including generation/production, transmission, distribution/network operations, retail supply, metering and settlement interfaces.

• Practical knowledge of Australian and UK utility-market processes, with the ability to recognise jurisdiction-specific differences and validate detailed requirements through approved policy, legal and compliance sources.

• End-to-end knowledge of customer lifecycle and Meter-to-Cash / Customer-to-Cash processes, including onboarding, move-in/move-out, metering, tariffs, billing, payments, collections, complaints and back-office exceptions.

• Ability to analyse operating data, customer feedback, error trends, repeat contacts, ageing, rework and manual touchpoints to identify improvement opportunities.

• Proven capability to translate business problems into implementable solutions through elimination, simplification, standardisation, automation, self-service or decision support.

• Strong communication, stakeholder management, documentation, facilitation and structured problem-solving skills.

• Ability to work with operations, quality, training, workforce management, compliance, technology, analytics and transformation teams.