Product and Customer Center of Excellence Lead at Scottish Power 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

£9.5 billion

Annual Revenue 2023

Generated through operations in energy networks, renewables, and retail and wholesale energy services.

£8.4 billion

Annual Revenue 2022

Reflects the company's performance across various energy-related business units.

13.1%

Year-On-Year Growth

Increase in annual revenue from 2022 to 2023.

Operates in electricity generation, transmission, and distribution and specialises in renewable energy, particularly onshore and offshore wind farms, and manages the transmission and distribution networks in South and Central Scotland, as well as parts of North Wales and North West England.
Provides electricity and gas to residential, commercial, and industrial customers across the UK, offering services such as smart metering, energy efficiency advice, and home services like boiler care and maintenance.
Has three main divisions: Energy Networks, Renewables, and Energy Retail and Wholesale.

Culture + Values

*SUSTAINABLE ENERGY:* Emphasises pioneering renewable energy, creating economic, social, and environmental value, with a commitment to safety, environmental respect, and ethical, rational, responsible actions.
*INTEGRATING FORCE:* Acts as a dynamic and responsible force for change, fostering collaboration, sharing knowledge, encouraging diversity, and growing talent to achieve common goals.
*DRIVING FORCE:* Focuses on bringing about efficient change by challenging processes, innovating for continuous improvement, and anticipating customer needs.

Environment + Sustainability

2040 Target

Net Zero Commitment

Committed to achieving net zero emissions by 2040.

100% Renewable

Clean Energy Production

All electricity generated from UK windfarms, ensuring a sustainable energy supply.

1,157 Turbines

Wind Energy Network

Operates a network of 1,157 turbines across onshore windfarms, contributing to significant renewable energy generation.

38 Windfarms

Energy Infrastructure

Maintains 38 onshore windfarm sites, supporting the transition to clean energy.

ScottishPower is a leader in renewable energy.
Enough electricity to power over 1.2 million homes, nearly half the homes in Scotland.
Capacity to generate 1,948 MW of electricity.

Inclusion & Diversity

35% Women Target

% of senior management roles

Target for women in senior management roles by 2030.

32% Female Representation

% in senior management

Increase in female representation in senior management from 26% in 2021 to 32% in 2022.

Collaborates with several recognised organisations to enhance its commitment to diversity and inclusion, such as the Business Disability Forum, The Armed Forces Covenant, Carers UK, ENABLE Scotland, and POWERful Women. It holds the highest level of accreditation of the Armed Forces Covenant (Gold Status) and received the Inclusive Workplace Award from the Scottish Union of Supported Employment for two consecutive years.

Articles

Greenhouse gas emission reduction plan

Employee networks

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

£9.5 billion

Annual Revenue 2023

Generated through operations in energy networks, renewables, and retail and wholesale energy services.

£8.4 billion

Annual Revenue 2022

Reflects the company's performance across various energy-related business units.

13.1%

Year-On-Year Growth

Increase in annual revenue from 2022 to 2023.

Operates in electricity generation, transmission, and distribution and specialises in renewable energy, particularly onshore and offshore wind farms, and manages the transmission and distribution networks in South and Central Scotland, as well as parts of North Wales and North West England.
Provides electricity and gas to residential, commercial, and industrial customers across the UK, offering services such as smart metering, energy efficiency advice, and home services like boiler care and maintenance.
Has three main divisions: Energy Networks, Renewables, and Energy Retail and Wholesale.

Culture + Values

*SUSTAINABLE ENERGY:* Emphasises pioneering renewable energy, creating economic, social, and environmental value, with a commitment to safety, environmental respect, and ethical, rational, responsible actions.
*INTEGRATING FORCE:* Acts as a dynamic and responsible force for change, fostering collaboration, sharing knowledge, encouraging diversity, and growing talent to achieve common goals.
*DRIVING FORCE:* Focuses on bringing about efficient change by challenging processes, innovating for continuous improvement, and anticipating customer needs.

Environment + Sustainability

2040 Target

Net Zero Commitment

Committed to achieving net zero emissions by 2040.

100% Renewable

Clean Energy Production

All electricity generated from UK windfarms, ensuring a sustainable energy supply.

1,157 Turbines

Wind Energy Network

Operates a network of 1,157 turbines across onshore windfarms, contributing to significant renewable energy generation.

38 Windfarms

Energy Infrastructure

Maintains 38 onshore windfarm sites, supporting the transition to clean energy.

ScottishPower is a leader in renewable energy.
Enough electricity to power over 1.2 million homes, nearly half the homes in Scotland.
Capacity to generate 1,948 MW of electricity.

Inclusion & Diversity

35% Women Target

% of senior management roles

Target for women in senior management roles by 2030.

32% Female Representation

% in senior management

Increase in female representation in senior management from 26% in 2021 to 32% in 2022.

Collaborates with several recognised organisations to enhance its commitment to diversity and inclusion, such as the Business Disability Forum, The Armed Forces Covenant, Carers UK, ENABLE Scotland, and POWERful Women. It holds the highest level of accreditation of the Armed Forces Covenant (Gold Status) and received the Inclusive Workplace Award from the Scottish Union of Supported Employment for two consecutive years.

Articles

Greenhouse gas emission reduction plan

Employee networks