Utilities Transformation Lead (CIS/CRM)

7801 Accenture Solutions Sdn B Company; Kuala Lumpur; On-site; MYR 180,000 - 320,000; Full time

Job summary

Accenture is seeking an experienced Utilities Retail Consultant to lead large-scale transformation initiatives across CIS, CRM, and billing, driving modernization of customer operations and operating models for utility clients. You will collaborate with client executives and cross-functional teams to translate requirements into scalable solutions and deliver measurable outcomes.

You will advise on customer operations, payments, and service improvements, while guiding multiple workstreams,

Qualifications

• Bachelor’s degree in Business, Engineering, Information Systems, Utilities Management, or related discipline.
• 5–11 years of experience within Utilities Retail, customer operations, business transformation, consulting, or related fields.
• Demonstrated experience delivering or supporting CIS and CRM transformation initiatives within the utilities sector.
• Strong understanding of utility retail business processes, including customer management, billing, payments, meter-to-cash, collections, and customer service operations.
• Experience leading client workshops, requirements gathering, process design, and solution definition activities.
• Proven ability to manage stakeholders and work effectively across business and technology teams.
• Strong analytical, problem-solving, communication, and presentation skills.
• Experience managing multiple priorities and delivering results in complex client environments.

Responsibilities

• Lead Utilities Retail and customer transformation programs from strategy through implementation and deployment.
• Advise client stakeholders on customer operations, billing, metering, collections, customer service, and digital transformation initiatives.
• Lead functional workstreams across CIS and CRM transformation programs, ensuring business requirements are translated into scalable solutions.
• Facilitate business process assessments, requirements workshops, and stakeholder discussions to identify opportunities for operational improvement.
• Manage large-scale business transformation initiatives, including business readiness, deployment planning, risk management, and change adoption activities.
• Collaborate with business and technology teams to develop functional solutions that align with client objectives and industry best practices.
• Support proposal development, solution shaping, client presentations, and strategic business development activities.
• Contribute to practice development through thought leadership, reusable assets, capability development, and knowledge-sharing initiatives.
• Communicate complex business and technical concepts effectively to both technical and non-technical stakeholders.
• Support delivery governance and ensure successful execution across multiple project workstreams.

Skills

Stakeholder management

Analytical thinking

Communication skills

Presentation skills

Problem-solving

Education

Bachelor’s degree in Business, Engineering, Information Systems, Utilities Management, or related discipline

Tools

CIS

CRM

Job description

Accenture is seeking an experienced Utilities Retail Consultant to lead large-scale transformation initiatives across CIS, CRM, and billing, driving modernization of customer operations and operating models for utility clients. You will collaborate with client executives and cross-functional teams to translate requirements into scalable solutions and deliver measurable outcomes.

You will advise on customer operations, payments, and service improvements, while guiding multiple workstreams,