Product and Customer Center of Excellence Lead at Avangrid in Qatar, Doha | Kablio

Role

Description

feedback loop

enablement

customer engagement

knowledge hub

community

metrics tracking

Gather customer feedback through forums, surveys, and interactive sessions; close the loop fast by driving real product improvements
Design and deliver asynchronous enablement (training videos, guides, FAQs)-but also lead live sessions and office hours for direct customer engagement
Personally connect with customers and partners to understand needs, champion adoption, and help troubleshoot blockers
Act as an ambassador for empathy and customer-first communication-making every interaction supportive, clear, and genuinely valuable
Build a Center of Excellence that is both a digital knowledge hub (Confluence, multimedia, async learning) and a real-time connection point for customers to ask, share, and succeed
Launch and nurture a vibrant customer community (forums, webinars, async Q&A), spark peer-to-peer learning, and promote best practice sharing
Data- and outcome-focused: tracks and improves customer satisfaction, engagement, and self-serve metrics
Hold regular customer success check-ins to track progress, surface insights, and celebrate KPI wins

Requirements

confluence

bachelor's

saas cert

nps

empathy

webinars

Bachelor's or Master's in Communication, Customer Success, Knowledge Management, Digital Media, or related field
Frequency and resolution time of customer issues directly handled or enabled by the Center of Excellence
Thrives when combining tech, storytelling, and human connection to create customer delight
Skilled in running feedback loops, interactive forums, community events, and live webinars
Customer satisfaction (NPS, CSAT) with enablement, training, and ongoing success interactions
Certifications in Customer Success, SaaS Product Management, or Learning Experience Design are a strong plus
Natural communicator and facilitator-connects personally with users from onboarding to power usage
Advanced in asynchronous and multimedia content: makes learning on-demand, engaging, and accessible
Deep Confluence expertise: structures content for maximum self-service and discoverability. Using advanced features to create templates that are easy to use across the organization
Bachelor's or Master's in Communication, Learning for Adults, Knowledge and documentation Management, Digital Media, or related field
Expert in relationship building, empathy, and problem-solving for customer success

Benefits

Onboarding time and customer time-to-value achieved through combined knowledge and personal support

Training + Development

Information not given or found

Interview process

Information not given or found

Visa Sponsorship

applicants who are not citizens of qatar must comply with immigration requirements to work in the country.

Security clearance

Information not given or found

Company

Overview

47 Billion

Assets Under Management

Total value of company assets across all operations.

3.3M+ Customers

Electric & Gas Users

Over 3.3 million customers served across New York and New England.

10.0 GW

Power Generation Capacity

Combined electricity output from owned and operated facilities.

Born in 2015 from a merger with UIL Holdings, creating a national powerhouse from regional utilities.
Headquartered in Orange, Connecticut, with operations in 24 U.S. states.
Its utilities arm manages eight electric and natural gas systems.
Projects include onshore wind, solar, biomass, thermal plants, and grid upgrades.
Fully acquired by Iberdrola in late 2024, enhancing investment potential.
Key ventures include the nation's largest offshore wind project and the Maine Power upgrade.
Combines local legacy with large-scale clean energy ambition.

Culture + Values

Sustainable: We seek to be a model of inspiration for creating economic, social and environmental value in our communities and we act positively to affect local development, generate employment, and give back to the community.
Agile: We act efficiently and with passion to drive innovation and continuous improvement at both the local and global level.
Collaborative: We work together toward a common purpose and mutual benefit while valuing each other and our differences.

Environment + Sustainability

By 2030

Carbon Neutrality Target

The company aims to achieve carbon neutrality for Scopes 1 and 2.

9.3 GW

Emissions-Free Capacity

Installed capacity in wind and solar energy.

10 GW

Energy Goal

Target to generate 10 GW of emissions-free energy capacity by 2025.

70%

Emissions Reduction Goal

Aim to reduce emissions intensity by 70% by 2030 compared to 2015 levels.

One of the country’s cleanest utilities.
Compliance Leader Verification certification by Ethisphere Institute for third consecutive term.

Inclusion & Diversity

2024

Forbes Recognition

Recognized as one of Forbes America’s Best Employers for Diversity in the 2024 ranking.

300M Spend

Supplier Diversity Goal

Aim to increase spend with certified diverse suppliers to $300 million by 2025, up from $195 million in 2022.

DEI strategy focus areas: increasing diverse representation (especially in leadership), promoting equitable growth opportunities, establishing pathways for community and connection.

Articles

Careers at Avangrid

Sustainability

Innovation and Technology

Projects

Role

Description

feedback loop

enablement

customer engagement

knowledge hub

community

metrics tracking

Gather customer feedback through forums, surveys, and interactive sessions; close the loop fast by driving real product improvements
Design and deliver asynchronous enablement (training videos, guides, FAQs)-but also lead live sessions and office hours for direct customer engagement
Personally connect with customers and partners to understand needs, champion adoption, and help troubleshoot blockers
Act as an ambassador for empathy and customer-first communication-making every interaction supportive, clear, and genuinely valuable
Build a Center of Excellence that is both a digital knowledge hub (Confluence, multimedia, async learning) and a real-time connection point for customers to ask, share, and succeed
Launch and nurture a vibrant customer community (forums, webinars, async Q&A), spark peer-to-peer learning, and promote best practice sharing
Data- and outcome-focused: tracks and improves customer satisfaction, engagement, and self-serve metrics
Hold regular customer success check-ins to track progress, surface insights, and celebrate KPI wins

Requirements

confluence

bachelor's

saas cert

nps

empathy

webinars

Bachelor's or Master's in Communication, Customer Success, Knowledge Management, Digital Media, or related field
Frequency and resolution time of customer issues directly handled or enabled by the Center of Excellence
Thrives when combining tech, storytelling, and human connection to create customer delight
Skilled in running feedback loops, interactive forums, community events, and live webinars
Customer satisfaction (NPS, CSAT) with enablement, training, and ongoing success interactions
Certifications in Customer Success, SaaS Product Management, or Learning Experience Design are a strong plus
Natural communicator and facilitator-connects personally with users from onboarding to power usage
Advanced in asynchronous and multimedia content: makes learning on-demand, engaging, and accessible
Deep Confluence expertise: structures content for maximum self-service and discoverability. Using advanced features to create templates that are easy to use across the organization
Bachelor's or Master's in Communication, Learning for Adults, Knowledge and documentation Management, Digital Media, or related field
Expert in relationship building, empathy, and problem-solving for customer success

Benefits

Onboarding time and customer time-to-value achieved through combined knowledge and personal support

Training + Development

Information not given or found

Interview process

Information not given or found

Visa Sponsorship

applicants who are not citizens of qatar must comply with immigration requirements to work in the country.

Security clearance

Information not given or found

Company

Overview

47 Billion

Assets Under Management

Total value of company assets across all operations.

3.3M+ Customers

Electric & Gas Users

Over 3.3 million customers served across New York and New England.

10.0 GW

Power Generation Capacity

Combined electricity output from owned and operated facilities.

Born in 2015 from a merger with UIL Holdings, creating a national powerhouse from regional utilities.
Headquartered in Orange, Connecticut, with operations in 24 U.S. states.
Its utilities arm manages eight electric and natural gas systems.
Projects include onshore wind, solar, biomass, thermal plants, and grid upgrades.
Fully acquired by Iberdrola in late 2024, enhancing investment potential.
Key ventures include the nation's largest offshore wind project and the Maine Power upgrade.
Combines local legacy with large-scale clean energy ambition.

Culture + Values

Sustainable: We seek to be a model of inspiration for creating economic, social and environmental value in our communities and we act positively to affect local development, generate employment, and give back to the community.
Agile: We act efficiently and with passion to drive innovation and continuous improvement at both the local and global level.
Collaborative: We work together toward a common purpose and mutual benefit while valuing each other and our differences.

Environment + Sustainability

By 2030

Carbon Neutrality Target

The company aims to achieve carbon neutrality for Scopes 1 and 2.

9.3 GW

Emissions-Free Capacity

Installed capacity in wind and solar energy.

10 GW

Energy Goal

Target to generate 10 GW of emissions-free energy capacity by 2025.

70%

Emissions Reduction Goal

Aim to reduce emissions intensity by 70% by 2030 compared to 2015 levels.

One of the country’s cleanest utilities.
Compliance Leader Verification certification by Ethisphere Institute for third consecutive term.

Inclusion & Diversity

2024

Forbes Recognition

Recognized as one of Forbes America’s Best Employers for Diversity in the 2024 ranking.

300M Spend

Supplier Diversity Goal

Aim to increase spend with certified diverse suppliers to $300 million by 2025, up from $195 million in 2022.

DEI strategy focus areas: increasing diverse representation (especially in leadership), promoting equitable growth opportunities, establishing pathways for community and connection.

Articles

Careers at Avangrid

Sustainability

Innovation and Technology

Projects