Utilities Retail Transformation Lead with AI

Accenture PLC; Kuala Lumpur; On-site; MYR 100,000 - 160,000; Full time

Job summary

Accenture PLC seeks a Utilities Retail Consultant/Manager to help utilities reimagine retail customer journeys, pricing, and growth strategies. You will work on AI-enabled strategies and digital channels to drive transformation across meter-to-cash, onboarding, billing, and customer service.

The role involves leading complex engagements, managing stakeholders, and delivering measurable outcomes for energy retail clients while leveraging Accenture's global capabilities in technology, data, and AI.

Qualifications

• 3–16 years of relevant experience in utilities meter-to-cash, energy retail, customer information systems (CIS), customer operations, and digital transformation.
• Experience with electricity, gas, or water retail utilities.
• Experience with CIS platforms such as SAP IS-U, Oracle Utilities, or other CIS platforms like Kaluza, Gentrack, and Kraken.

Responsibilities

• Improve and drive transformation across meter-to-cash, billing, payments, collections, revenue assurance, and customer operations.
• Reimagine customer journeys across onboarding, billing, payments, collections, complaints, move-in/move-out, and customer service.
• Develop utilities retail, customer, commercial, pricing, product, and growth strategies.
• Design customer segmentation, value propositions, products, tariffs, pricing models, and go-to-market strategies.
• Identify opportunities in renewable energy, solar, storage, EVs, demand response, and energy-as-a-service offerings.
• Develop and lead business case creation, financial modelling, value realization frameworks, transformation roadmaps, and benefits realization plans.
• Define target operating models, future-state processes, governance frameworks, organizational capabilities, and performance measures.
• Design and shape digital and AI-enabled strategies across mobile apps, portals, CRM, contact centres, self-service channels, and engagement platforms.
• Define, prioritize, and measure AI use cases, value drivers, KPIs, adoption approaches, governance models, and responsible AI considerations.
• Lead or support project delivery activities, including managing workstreams, stakeholders, timelines, risks, budgets, deliverables, and multidisciplinary teams.
• Support proposals, thought leadership, practice development, and business development activities.

Skills

Strategic thinking

Stakeholder management

Digital transformation

AI strategy

Customer-centric design

Tools

SAP IS-U

Oracle Utilities

Kaluza

Gentrack

Kraken

Job description

Accenture PLC seeks a Utilities Retail Consultant/Manager to help utilities reimagine retail customer journeys, pricing, and growth strategies. You will work on AI-enabled strategies and digital channels to drive transformation across meter-to-cash, onboarding, billing, and customer service.

The role involves leading complex engagements, managing stakeholders, and delivering measurable outcomes for energy retail clients while leveraging Accenture's global capabilities in technology, data, and AI.