Customer Growth Strategy Senior 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 how exceptional service experiences are designed, operated, measured, and transformed.
• Strategically assess current-state service performance, identify & evaluate breakpoints, define & deploy future-state visions, and create & execute roadmaps that improve customer, operational, and financial outcomes.
• Own workstreams, manage teams, lead client stakeholders, and drive initiatives from assessment through implementation.
• Lead the definition of large-scale, complex transformations for clients, driving overall team deliverables while supervising and mentoring team members.
• Develop thought leadership, assets, and offerings that present innovative insights, guidance, and recommendations on market-relevant topics.
• Build strong relationships with multiple senior clients, serving as a trusted advisor for executive leadership.
• Develop & mentor peers and junior team members.
• Originate sales (as guided by Managing Directors) from ideation through development of proposals and RFP oral presentations.
• Deploy automation, AI, GenAI, and conversational design solutions to reinvent the end-to-end Utilities Customer processes, across channels and across the front- and back-office.

Requirements

• Minimum of 10 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 & implementing experience design, data-driven insights, and analytics into service transformation to improve customer outcomes and reduce cost-to-serve.
• Minimum of 3 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 5 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.

Qualifications

• Bachelor's degree or equivalent (minimum 12 years' work experience).
• 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.

Skills

• Strategic thinking and execution.
• Strong analytical skills.
• Practical experience in helping organizations assess current-state service performance, identify & evaluate breakpoints, define & deploy future-state visions, and create & execute roadmaps.
• Ability to engage client leaders & 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.
• Project management and industry expertise.
• Experience with AI, GenAI, and conversational design.
• Understanding of Utilities industry dynamics.
• Experience with customer service domains: Customer & field service transformation, 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, KPI architecture, insights, and measurement strategy, Vendor and ecosystem strategy for service delivery.

Benefits

Here's what you need:

Pay

Annual Salary Range: $132,500 to $338,300

Schedule

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