AI‑Driven Utilities Customer Growth Strategist

Accenture PLC; Carmel (IN); On-site; USD 100,000 - 210,000; Full time

Job summary

Accenture Song’s Utilities practice seeks an experienced leader to design, operate, and transform exceptional service experiences for utility clients in the US. You will guide assessment, strategy, and implementation, owning workstreams and cross‑functional teams to improve customer, operational, and financial outcomes.

You will lead initiatives across billing, collections, outage, and field service, leveraging AI, data insights, and modern digital platforms to balance customer expectations with

Qualifications

• Minimum of 6 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 5 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 5 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; 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 to identify breakpoints, size opportunities, and shape strategic recommendations across channels; 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 consulti
• 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 2 year of experience serving utilities clients (electric, gas, or water) or in a utilities finance, controllership, or regulatory function.
• Bachelor's degree or equivalent (minimum 7 years' work experience). If Associate’s Degree, must have equivalent minimum 9-year work experience

Job description

Accenture Song’s Utilities practice seeks an experienced leader to design, operate, and transform exceptional service experiences for utility clients in the US. You will guide assessment, strategy, and implementation, owning workstreams and cross‑functional teams to improve customer, operational, and financial outcomes.

You will lead initiatives across billing, collections, outage, and field service, leveraging AI, data insights, and modern digital platforms to balance customer expectations with