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.
• Bring a strategic yet tactical & deployment mindset, strong analytical skills, and 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.
• Own workstreams, manage teams, lead client stakeholders, and drive initiatives from assessment through implementation.
• Passionate about the Utilities industry and understand the 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.
• Comfortable deploying tactics that balance customer expectations, regulatory considerations, operational realities, and business value.
• Full consulting toolbelt and bring project management and industry expertise to the workplace, including 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.
• 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.
• Built strong relationships with multiple senior clients, serving as a trusted advisor for executive leadership.
• Developed & mentored peers and junior team members.
• Originated sales (as guided by Managing Directors) from ideation through development of proposals and RFP oral presentations.
• Deploy automation, AI, GenAI, and conversational design 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.
• 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.
• 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.
• Experience serving utilities clients (electric, gas, or water) or in a utilities finance, controllership, or regulatory function.

Qualifications

• 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.
• 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.
• 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.
• Experience serving utilities clients (electric, gas, or water) or in a utilities finance, controllership, or regulatory function.

Skills

• Strategic thinking and execution.
• Strong analytical and problem-solving skills.
• Effective communication and stakeholder management.
• Ability to lead and mentor teams.
• Experience with AI, GenAI, and conversational design.
• Understanding of customer service domains.
• Project management and delivery skills.

Benefits

• Market competitive suite of benefits including medical, dental, vision, life, and long-term disability coverage.
• 401(k) plan.
• Bonus opportunities.
• Paid holidays.
• Paid time off.

Pay

Compensation at Accenture varies depending on a wide array of factors, which may include but are not limited to the specific office location, role, skill set, and level of experience. As required by local law, Accenture provides a reasonable range of compensation for roles that may be hired as set forth below.

Schedule

Travel may be required for this role, varying from 0 to 100% depending on business need and client requirements.