Jenny Steel
Qatar,Doha
Summary
Accomplished Senior Customer Experience, Stakeholder Engagement and Service Transformation professional with more than 22 years of leadership experience across utilities, infrastructure, government and major development programmes in the United Kingdom, Qatar and Saudi Arabia. Proven ability to lead customer-focused transformation initiatives, develop operating models, implement performance frameworks, and deliver measurable improvements in customer satisfaction, stakeholder engagement and operational efficiency.
Recognized for successfully leading business process redesign, customer journey enhancement, CRM implementation, KPI and SLA development, and ISO accreditation programmes within highly regulated environments. Experienced in building collaborative relationships across executive leadership teams, operational departments, contractors, government entities and external stakeholders.
Overview
1
1
Language
1
1
Certification
5
5
years of post-secondary education
21
21
years of professional experience
Work history
Senior Consultant
Stantec
Doha, Qatar
2026.01 - Current
- Provided strategic advisory support to roads operations and maintenance customer service teams.
- Coordinated with performance-based contractors on contractual obligations and meeting service targets.
- Drive continuous improvement to raise customer satisfaction and service governance quality.
Developer Services Manager
Neom
Neom, Saudi Arabia
2023.05 - 2025.12
- Led customer experience initiatives, stakeholder engagement efforts, and service governance activities daily.
- Created processes and procedures, defined KPIs, and managed service level agreements to ensure compliance and efficiency.
- Led customer connection services for water and wastewater operations across NEOM, managing customer experience, stakeholder engagement, service governance, and operational performance.
- Established KPIs and service level agreements.
- Secured ISO accreditation for customer feedback processes.
Customer Service Manager
Stantec
Doha, Qatar
2018.09 - 2023.03
- Led customer service transformation and CRM upgrades across roads and drainage teams.
- Collaborated with stakeholders to align transformation aims and delivery plans.
- Managed challenging customer cases, improving satisfaction and service quality.
- Resolved complaints promptly, building loyalty and trust.
- Monitored customer response performance, exceeding 98% target within DNOM.
- Delivered staff development through ongoing training and coaching initiatives.
- Promoted teamwork by strengthening a productive, supportive work culture.
- Supported digital channel development, including mobile apps and web portals.
- Coordinated business and technical teams to deliver required changes.
Customer Service Technical Lead
Scottish Water International
Doha, Qatar
2013.03 - 2018.09
- Troubleshot complex software issues and delivered timely problem resolution.
- Collaborated with cross-functional teams to identify and address support bottlenecks, improving service delivery.
- Improved response times by 20% over 3 years and raised satisfaction by 20%.
- Delivered and implemented a CRM system across the Drainage Division for complaints.
- Implemented testing protocols, reducing launch-phase defects and enhancing overall product reliability.
- Collaborated with stakeholders to align technical specifications and delivery approach.
- Gathered requirements, supported business process development, and ran user acceptance testing.
- Oversaw legacy data migration, ensuring seamless transitions and minimal disruption to operations.
- Transformed stakeholder relationships by improving engagement, communication, and vendor trust.
Planning & Scheduling Team Leader
Scottish Water
Glasgow, Scotland
2010.01 - 2013.03
- Scheduled and planned water type services for diverse customers.
- Managed water type incidents across Scotland, ensuring timely resolution and customer satisfaction.
- Coordinated daily tasks to keep team workflow moving smoothly.
- Reduced staff turnover by implementing daily hands-on motivation programme.
- Handled employee grievances professionally to prevent workplace disagreements from escalating.
- Delivered onboarding training that shortened the learning curve for new hires.
- Transformed client relationship by enhancing communication with council teams.
Contact Centre Team Leader
Scottish Water
Edinburgh, Scotland
2005.05 - 2009.12
- Coached the contact centre team to meet daily productivity targets and standards.
- Completed regular performance reviews to spot coaching needs per team member.
- Collaborated closely with the team to improve customer satisfaction levels.
- Fostered a high-performing environment to drive productivity and quality.
Education
BA Business Studies - Business
Napier University
Edinburgh, Scotland 1996.01 - 2001.01
Skills
- Business process development and implementation
- Strong written and verbal communication
- Proficient in Microsoft Office Suite
- CRM software expertise
- Team leadership
- Workforce mentoring
- Conflict resolution strategies
- Cross-functional collaboration
- Client relations management
- Customer satisfaction focus
- Business improvement initiatives
- Continuous improvement practices
- Change management strategies
- Stakeholder engagement
- Process enhancement techniques
- Data analysis skills
- Multitasking abilities
- ISO accreditation
Affiliations
- Reformer Pilates
- Spin (Cycling Class)
- Travel
- Reading
Accomplishments
Scottish Water Vision Chair Award Winner 2016
Scottish Water Award for Excellence in Internal Customer Service 2009
Certification
PROFESSIONAL MEMBERSHIP
Foundation Level Member
Institute of Customer Service
Languages
German
Elementary
References
References available upon request.
Timeline
Senior Consultant
Stantec
2026.01 - Current
Developer Services Manager
Neom
2023.05 - 2025.12
Customer Service Manager
Stantec
2018.09 - 2023.03
Customer Service Technical Lead
Scottish Water International
2013.03 - 2018.09
Planning & Scheduling Team Leader
Scottish Water
2010.01 - 2013.03
Contact Centre Team Leader
Scottish Water
2005.05 - 2009.12
BA Business Studies - Business
Napier University
1996.01 - 2001.01