Client

Our new North American ICG client, a large and diverse energy and services company, is transforming its customer platform and experience as it transitions to a more competitive environment in North America. As such, ICG is looking for a Senior Advisor & Program Manager, to support the Customer Platform team, initially with a first phase of a 3 or 4-month full time effort focused on laying the foundation for future design and execution efforts.

In short, the client seeks to chart the course for transforming the company from an operations company to a sales and operations company.  Their primary objectives are:

• to create a customer platform, experience and offering that will support customers’ desires for choice, control and convenience, and
• to enhance its reputation and positioning as a leading provider in their industry.

The Role

The Senior Advisor & Program Manager will oversee and participate in the establishment of this complex program and the development of the Customer Platform Roadmap.  In that regard, we envision a four-step approach (i.e., establish program, discover, research and synthesize).  Recommendations will include an overall roadmap and guidance around organizational, performance, business, brand, culture and most importantly, customer design and policy directions.

Reporting to the Senior Executive responsible for the program, the Senior Advisor & Program Manager will work closely with:

• Executive Leadership
• Co-Lead, Customer Platform
• Team members
• Extended Advisory Panel – of global experts as required
• Other corporate functions as required
• Clients – as outlined in plan
• Group and Subsidiary representatives
• The Board

Expectations of the Senior Advisor & Program Manager

An expert in the transformation of customer environment/ journey, the professional will have experience in one or more industries that have made this transition in the past (e.g., gas distribution, other energy, telecommunications, etc.), and will also be successful in guiding complex programs to a successful conclusion. Exposure to industries that have made the transition from a “rate-payer” to “customer” orientation is a core requirement.

The successful accredited professional must demonstrate strong domain knowledge, be adept at having “deep conversations” and providing “colour commentary” based on their experiences, and experienced in supporting executive teams and the board in gaining insight and charting the course for this long term initiative.  Ultimately, this effort will establish a set of “givens” and the “must dos” for the client’s group of companies that will enable action across the group.

A number of guiding principles will guide this effort, including:

• The need to position for the future – “we are looking towards what we need to be, not what we are today”
• Drawing insights and parallels from other industries – “we expect that much of the information we need may not be available inside our organization or industry”
• Having clarity of understanding of what success, and failure, would mean, and listening to customers for clues on what they want – “we want to know how will we win, grow and retain our customers”

Logistics, Process and Rate

Logistics: Base of operations in Eastern Canada/US; Starting immediately for an initial full time engagement for three or four months with the potential to extend further into program delivery.

Reasonable travel and accommodation expenses will be covered by the client.  Some travel from headquarters to group companies will also be necessary. 

Process: APT’s must be lodged by the time and date specified below.

We will review all APTs and select the best 3 for an interview with the client. The client will then conduct interviews.

Rate: Given the seniority of this role, final amounts will be negotiated with the client, based on the experience, etc of the short listed candidates.  Please indicate your expected per diem in your covering email.

To apply for this BAF® you should submit your ICG Accredited Professional Transcript (APT’s) in the required format (in ICG GDrive here – Accredited Professionals only) to [email protected] and confirm that you are available (or will make yourself available) for interviews at the client’s discretion.

If you are aware of suitable candidates for the role that might not already be ICG Accredited Professionals, please forward this email to them and ask them to review our website.