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

• Own workstreams, manage teams, lead client stakeholders, and drive initiatives from assessment through implementation.
• Design, operate, measure, and transform exceptional service experiences with a strategic yet tactical deployment mindset.
• Assess current-state service performance, identify and evaluate breakpoints, define and deploy future-state visions, and create and execute roadmaps that improve customer, operational, and financial outcomes.
• Engage client leaders and stakeholders, facilitate workshops, synthesize customer and operational insights, build compelling narratives, and guide clients into confident decisions on where and how to transform service.
• Partner with clients to deploy and monitor initiatives across channels and across front- and back-office.
• Lead definition of large-scale, complex transformations, 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 and mentor peers and junior team members.
• Originate sales (as guided by Managing Directors) from ideation through development of proposals and RFP oral presentations.
• Ideate and deploy automation, AI, Agentic AI, and Agentic Commerce solutions to reinvent end-to-end Utilities customer processes.

Requirements

• Minimum 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 10 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 10 years experience leading assessment-to-strategy-to-implementation engagements, translating findings into actionable recommendations, and leading implementation of strategic initiatives that drive measurable customer, operational, or financial impact.
• Minimum 10 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 5 years of experience serving utilities clients (electric, gas, or water) or in a utilities finance, controllership, or regulatory function.
• Bachelor's degree or equivalent (minimum 10 years' work experience). If Associate's Degree, must have equivalent minimum 12-year work experience.

Skills

• Strategic consulting and transformation leadership
• Customer service domain expertise (billing, payments, collections, outage management, move-in/move-out, field service coordination, energy efficiency, rate changes, distributed energy resources, clean energy adoption)
• Experience design, journey management, and human-centered design
• Data-driven insights, analytics, and KPI architecture
• Operating model and process redesign
• Workforce forecasting and service model transformation
• Technology enablement strategy (IVR, digital platforms, routing, analytics)
• Vendor and ecosystem management
• Benchmarking and competitive analysis
• AI, GenAI, conversational design, Agentic AI, Agentic Commerce
• Client engagement, workshop facilitation, narrative building
• Project management, scope/workplan/risk/dependency management
• Thought leadership and asset development
• Sales origination, proposal and RFP development
• Mentoring and team development

Benefits

• Medical, dental, and vision coverage
• Life and long-term disability insurance
• 401(k) plan
• Bonus opportunities
• Paid holidays
• Paid time off

Pay

• California: $132,500 – $338,300
• Colorado: $132,500 – $292,200
• Connecticut: $132,500 – $292,200
• District of Columbia: $141,100 – $311,200
• Illinois: $122,700 – $292,200
• Maine: $112,900 – $249,000
• Maryland: $132,500 – $292,200
• Massachusetts: $132,500 – $311,200
• Minnesota: $132,500 – $292,200
• New York: $122,700 – $338,300
• New Jersey: $141,100 – $338,300
• Ohio: $122,700 – $270,600
• Virginia: $122,700 – $311,200
• Washington: $141,100 – $311,200

Additional locations include: New York City, NY; Albany, NY; Arlington, VA; Atlanta, GA; Austin, TX; Bentonville, AR; Boston, MA; Carmel, IN; Charlotte, NC; Chicago, IL; Cincinnati, OH; Cleveland, OH; Columbus, OH; Culver City, CA; Denver, CO; Des Moines, IA; Detroit, MI; Hartford, CT; Houston, TX; Irving, TX; Kirkland, WA; Miami, FL; Milwaukee, WI; Minneapolis, MN; Morristown, NJ; Mountain View, CA; Nashville, TN; Oklahoma City, OK; Orlando, FL; Overland Park, KS; Philadelphia, PA; Pittsburgh, PA; Raleigh, NC; Redmond, WA; Sacramento, CA; San Diego, CA; San