Bill redesign, hourly billing and the replatforming of the customer communication engine.
ENGIE Italia · Digital Customer Operations Manager · 08/2025 – 09/2026
The bill is the document a customer reads most often and the one that generates most inbound contacts. At the same time, new consumption-based tariffs required the billing engine to move from monthly aggregates to hourly granularity, and the output-management platform behind every customer document had reached end of life.
Manager accountable for the workstream; delivery run by project managers in the team.
Redesign of the customer bill, hourly billing capability, replatforming of the document composition and output management stack, excise-duty rate handling across residential and business gas supplies.
Customer operations, finance and tax, regulatory affairs, marketing and communication, IT & Digital delivery, document platform vendor.
Billing suite, document composition and output management platform, archive and delivery channels, Salesforce, metering integration layer.
A redesigned bill aligned with regulatory transparency requirements, billing capable of hourly granularity for consumption-based products, and customer document production moved onto a supported platform.