Customer Growth Strategy Manager | Utilities

About the role

We Are: Accenture Song’s Utilities team, a group of management consultants helping leading organizations reinvent service as a driver of customer trust, operational efficiency, and satisfaction. We help clients move beyond traditional cost-focused service models by defining future-ready customer service strategies, operating models, transformation roadmaps, and business cases that connect human-centered design, data-driven insights, AI, and scalable technology platforms. Within Utilities, we work with electricity, gas & water providers to address rising customer expectations, affordability pressures, regulatory requirements, outage and emergency communications, energy transition programs, and the need for proactive, personalized, digital-first engagement. We help clients modernize customer care, improve satisfaction and trust, reduce cost to serve, and unlock new value through different service models, automation, analytics, and connected customer experiences.

Responsibilities

• Understand and apply customer service strategies, operating models, and transformation roadmaps to improve customer, operational, and financial outcomes.
• Lead assessment-to-strategy-to-implementation engagements, translating findings into actionable recommendations, and driving strategic initiatives that deliver measurable results.
• Manage cross-functional teams to shape and deploy recommendations that are both innovative and achievable, balancing customer expectations, regulatory considerations, operational realities, and business value.
• Deploy automation, AI, and conversational design solutions to reinvent end-to-end Utilities customer processes, across channels and across the front- and back-office.
• Engage client leaders and stakeholders, facilitate workshops, synthesize customer and operational insights, build compelling narratives, and guide clients into making confident decisions on where and how to transform service.
• Partner with clients to deploy and monitor various initiatives, ensuring alignment with business goals and delivering successful outcomes.

Requirements

• Minimum of 6 years of Strategy or Management consulting experience focused on helping organizations reimagine customer service, customer support, contact center operations, back-office delivery (billing, payments, credit & collections) or digital customer engagement.
• Minimum of 3 years of experience creating and implementing experience design, data-driven insights, and analytics into service transformation to improve customer outcomes and reduce cost-to-serve.
• Minimum of 2 years experience leading assessment-to-strategy-to-implementation engagements, translate findings into actionable recommendations, and lead implementation of strategic initiatives that drive measurable customer, operational, or financial impact.
• Minimum of 3 years of deep functional expertise across one or more key customer service domains: Customer & field service transformation (front- and/or back-office focused on the customer), Customer experience design and journey management, Operating model and process redesign, Workforce, forecasting, and service model transformation, Quality and performance management frameworks, Technology enablement strategy (e.g. IVR, digital platforms, routing, analytics), KPI architecture, insights, and measurement strategy, Vendor and ecosystem strategy for service delivery, Experience evaluating benchmarking data and competitive insights (customer, operational, and financial) to identify breakpoints, size opportunities, and shape strategic recommendations across channels (web, chat, email, social).
• Experience implementing distinct service initiatives within a Customer roadmap to uplift operational performance, enhance customer satisfaction and reduce cost to serve.
• Demonstrated ability to manage project scope, workplans, deliverables, risks, dependencies, client expectations, and team performance in a consulting or transformation environment.
• Hands-on experience with AI, GenAI, and conversational design, with the ability to translate emerging capabilities into strategic customer experience roadmaps and future-state operating models.
• Minimum of 1 year of experience serving utilities clients (electric, gas, or water) or in a utilities finance, controllership, or regulatory function.
• Bachelor's degree or equivalent (minimum 12 years' work experience).

Qualifications

• Minimum of 6 years of Strategy or Management consulting experience focused on helping organizations reimagine customer service, customer support, contact center operations, back-office delivery (billing, payments, credit & collections) or digital customer engagement.
• Minimum of 3 years of experience creating and implementing experience design, data-driven insights, and analytics into service transformation to improve customer outcomes and reduce cost-to-serve.
• Minimum of 2 years experience leading assessment-to-strategy-to-implementation engagements, translate findings into actionable recommendations, and lead implementation of strategic initiatives that drive measurable customer, operational, or financial impact.
• Minimum of 3 years of deep functional expertise across one or more key customer service domains: Customer & field service transformation (front- and/or back-office focused on the customer), Customer experience design and journey management, Operating model and process redesign, Workforce, forecasting, and service model transformation, Quality and performance management frameworks, Technology enablement strategy (e.g. IVR, digital platforms, routing, analytics), KPI architecture, insights, and measurement strategy, Vendor and ecosystem strategy for service delivery, Experience evaluating benchmarking data and competitive insights (customer, operational, and financial) to identify breakpoints, size opportunities, and shape strategic recommendations across channels (web, chat, email, social).
• Experience implementing distinct service initiatives within a Customer roadmap to uplift operational performance, enhance customer satisfaction and reduce cost to serve.
• Demonstrated ability to manage project scope, workplans, deliverables, risks, dependencies, client expectations, and team performance in a consulting or transformation environment.
• Hands-on experience with AI, GenAI, and conversational design, with the ability to translate emerging capabilities into strategic customer experience roadmaps and future-state operating models.
• Minimum of 1 year of experience serving utilities clients (electric, gas, or water) or in a utilities finance, controllership, or regulatory function.
• Bachelor's degree or equivalent (minimum 12 years' work experience).

Skills

• Strategic thinking and tactical execution.
• Strong analytical skills.
• Practical experience helping organizations assess current-state service performance, identify & evaluate breakpoints, define & deploy future-state visions, and create & execute roadmaps that improve customer, operational, and financial outcomes.
• Leadership and team management skills.
• Passion for the Utilities industry and understanding of critical moments that shape customer trust, including billing, payments, collections, outage management, move-in/move-out, field service coordination, energy efficiency, rate changes, distributed energy resources, and clean energy adoption.
• Experience with cross-functional and technical teams to deploy tactics that balance customer expectations, regulatory considerations, operational realities, and business value.
• Ability to lead cross-functional teams across strategy, functional, and technology teams to shape and deploy recommendations that are both innovative and achievable.
• Skilled at engaging client leaders & stakeholders, facilitating workshops, synthesizing customer and operational insights, building compelling narratives, guiding clients into making confident decisions on where and how to transform service, and partnering with clients to deploy & monitor various initiatives.
• Experience with automation, AI, GenAI, and conversational design, with the ability to translate emerging capabilities into strategic customer experience roadmaps and future-state operating models.

Benefits

Here's what you need:

Pay

Annual Salary Range: Varies depending on factors such as location, role, skill set, and level of experience.

Schedule

Varying from 0 to 100% travel, depending on business need and client requirements.