We implemented a project to enhance customer experience capabilities at Saudi Electricity Company by assessing the current competency framework, comparing it with best practices, identifying gaps, designing the future state, and then implementing specialized training programs (Customer Experience Mastery, Customer Journey Mapping, Customer Experience Innovation, Customer Experience Leadership), promoting customer-centric culture, and identifying, selecting, and training change ambassadors.

• Developing a Customer-Centric Plan: Assessing the current situation, identifying stakeholders, benchmarking, developing a capability measurement framework and using it to measure current capabilities, and identifying gaps.
• Designing the Future State: Governance structure for smooth transition, identifying organizational skills and capabilities required for the future state operating model, building a competency framework and prioritizing core customer-focused capabilities, aligning them with updated organizational requirements and operating model, estimating capability building budget and training plan, and designing a framework for evaluating training effectiveness.
• Building a Three-Year Roadmap and Implementation Plan: Prioritizing key projects and initiatives and implementation plans for the future state.
• Developing a Competency Dictionary for Current and Future Roles: Building a Playbook covering the employee lifecycle at Saudi Electricity Company.
• Developing Detailed Capability Building and Training Plans: Creating the plan, determining content and training management platform, focusing on digital learning, and continuously measuring and leading enhanced user experience.