We are seeking a Lead, Business Engagement Partner – Customer Solutions to join our IT & Digital team. In this role, you will be responsible for develops demand packs, documents business requirements, validates business value, coordinates solution shaping activities and tracks adoption and value realization for customer-facing technology initiatives. The role directly works with Customer Care, Billing, CRM, Contact Centre, Digital Channels, Customer Communications and Customer Experience stakeholders to ensure business priorities are translated into delivery-ready outputs aligned with TAQA's MSP operating model.
Acts as the primary IT engagement partner for TAQA Distribution's Customer Solutions business domain by actively capturing, analysing, shaping and translating business needs into qualified IT demand, platform enhancements, digital initiatives and measurable business outcomes.
General Responsibilities:
- Policy, Procedures, Process and Systems
- Ensure the compliance of organization’s policy, systems, processes, procedures, and controls in line with group delegation of authority policy so that all relevant procedural/legislative requirements are fulfilled while delivering a quality, cost-effective service in a consistent manner.
- Reporting
- Ensure that all reports are completed in a timely manner and comply with the business policies and standards.
- Manage the preparation of periodical management reports and progress reports to keep the business senior management informed about the progress of various initiatives and to facilitate decision-making.
- Comply with the organization’s requirements in a timely manner.
Job Specific Responsibilities:
Business Partnership – Customer Solutions
- Build and maintain strong working relationships with Customer Care, Billing, Collections, Customer Experience, Contact Centre, Digital Channels and Customer Operations stakeholders.
- Facilitate workshops, interviews and working sessions to identify business challenges, operational pain points, process inefficiencies and improvement opportunities.
- Analyse and document business requirements, customer experience needs, operational constraints and technology improvement opportunities.
- Create business process maps, current-state assessments, future-state requirements and customer journey documentation to support demand qualification and solution development.
- Act as the primary interface between Customer Solutions stakeholders and IT teams, ensuring business priorities are accurately represented and understood.
Demand Management & Demand Shaping
- Develop, maintain and continuously refine the Customer Solutions demand portfolio, ensuring all demand items are prioritised, classified, governed and aligned with business outcomes, platform roadmaps, delivery capacity and strategic priorities.
- Perform portfolio analysis across customer-related demand, identifying duplication, overlapping requests, dependency conflicts and opportunities for consolidation.
- Capture, assess and qualify demand related to customer technology platforms including Oracle CC&B, C2M, Dynamics 365 CRM, Vocalcom, Customer Portals, Mobile Applications, HES/MDMS, Customer Communication Management and associated integrations.
- Develop detailed demand packs that clearly define business objectives, functional requirements, expected outcomes, process impacts, dependencies, risks, data requirements and success measures.
- Prepare business case inputs including value drivers, expected benefits, operational improvements, customer experience impacts and adoption requirements.
- Validate demand against strategic objectives, platform roadmaps, architectural principles and portfolio priorities before submission into governance processes.
- Maintain and continuously update the Customer Solutions demand pipeline and associated demand tracking artefacts.
Solution Alignment & Delivery Readiness
- Work with Platform teams, Enterprise Architecture, Cyber Security, Data teams, IT Operations, EPMO and MSP delivery partners to evaluate solution options and proposed implementation approaches.
- Validate business requirements, acceptance criteria, business rules and process impacts for proposed solutions.
- Review solution designs and implementation plans to ensure alignment with business objectives and customer experience outcomes.
- Identify dependencies, risks, integration requirements and operational readiness considerations before demand handover into delivery.
- Coordinate business reviews and stakeholder sign-offs for approved solution recommendations.
Customer Technology Portfolio Alignment
- Support business engagement activities across customer-facing platforms including:
- Oracle CC&B / C2M
- Microsoft Dynamics 365 CRM
- Customer Portals & Mobile Applications
- Vocalcom Contact Centre
- HES / MDMS
- Customer Communication Management Platforms
- Customer Analytics & Customer Data Solutions
- Analyse platform utilisation, customer adoption trends and operational challenges to identify opportunities for optimization and improvement.
- Develop recommendations that improve customer experience, operational efficiency and service performance.
UAT, Adoption & Business Readiness
- Develop business acceptance criteria, test scenarios and user validation requirements.
- Coordinate business participation in User Acceptance Testing activities.
- Develop adoption readiness plans covering communication, training, business preparedness and operational transition requirements.
- Track user adoption, business readiness and post-go-live stabilization activities.
- Monitor customer and operational feedback following implementation and coordinate corrective actions where required.
Value Realization & Performance Monitoring
- Define business success measures, KPIs and value realization metrics for approved initiatives.
- Create dashboards and reporting views that track delivery status, adoption performance, business benefits and service outcomes.
- Maintain end-to-end traceability between approved business demand, investment decisions, delivered functionality, adoption outcomes and realised business value.
- Validate business-case assumptions against actual business outcomes and identify variances requiring corrective action.
- Monitor realized benefits versus expected outcomes and identify value leakage or performance gaps.
- Prepare value realization reports and recommendation packs for Customer Solutions leadership and IT governance forums.
- Support continuous improvement initiatives based on performance analysis and stakeholder feedback.
MSP Governance & Stakeholder Coordination
- Validate business demand against the approved IT Service Catalogue and determine whether requirements should be fulfilled through existing services, platform enhancements, projects, MSP services or vendor engagements.
- Validate MSP routing assumptions, service ownership boundaries and delivery responsibilities across customer technology initiatives.
- Coordinate with MSPs, vendors, OEMs and internal delivery teams to obtain estimates, assess dependencies and validate delivery readiness.
- Track governance actions, risks, issues and business decisions to closure.
- Prepare governance forum materials, decision papers, status summaries and stakeholder communications.
- Ensure Customer Solutions demand and delivery activities comply with TAQA governance standards and MSP 2.0 operating principles.
Continuous Improvement & Digital Transformation
- Identify opportunities for customer experience enhancement, service automation, digital self-service expansion and operational optimisation.
- Analyse emerging customer technologies, industry trends and utility-sector innovations that could improve TAQA's customer service capabilities.
- Develop improvement proposals and transformation recommendations supported by evidence, business impacts and value assessments.
- Apply AI-enabled productivity and analysis tools responsibly to accelerate demand analysis, reporting, documentation and business engagement activities.
Qualifications & Experience
- Bachelor’s degree in Information Technology or equivalent
- 6 years of relevant working experience [Years of experience]
- [Customer Technology Landscape (Oracle CC&B/C2M, CRM, Contact Centre, Digital Channels)
- Business Analysis & Requirements Engineering
- Demand Management & Demand Qualification
- Customer Journey Mapping & Process Design
- Business Case Development & Value Assessment
- Customer Experience & Service Design
- UAT Coordination & Adoption Readiness
- Dashboarding, Reporting & Data Analysis
- Portfolio and Demand Management
- Benefits Realisation Management
- Service Catalogue Management
- MSP Governance & Delivery Models
- AI-Powered Productivity & Business Analysis Tools
- Advanced in Business & Stakeholder competencies
- Intermediate to Advance in Technical competencies
- Strong communication and stakeholder management skills
Why Join TAQA Distribution?
At TAQA Distribution, you'll be part of a company that powers communities and supports sustainable growth across the UAE. We are committed to creating a workplace where our people can thrive, develop their careers, and contribute to shaping the future of energy and water services.
Our employees benefit from:
- Opportunities for professional growth and career development
- A diverse and collaborative work environment
- A strong culture of innovation, safety, and continuous improvement
- The chance to contribute to the UAE's sustainability ambitions
About TAQA Distribution
TAQA Distribution is a subsidiary of TAQA Group and is responsible for the distribution of electricity and water services across Abu Dhabi, Al Ain, and Al Dhafra. Serving millions of customers through an extensive network of infrastructure assets, we are dedicated to delivering reliable, efficient, and sustainable utility services that support the UAE's growth and prosperity.
Ready to Apply?
Join us in delivering the essential services that power everyday life and help build a sustainable future.
Apply now and become part of the TAQA Distribution team.
