AI-Driven Utilities Customer Growth Strategist

Accenture PLC; Columbus (OH); On-site; USD 59,000 - 165,000; Full time

Job summary

Accenture PLC, a global leader in strategy and technology, seeks a Management Consultant for its Utilities practice. You will redefine customer service experiences, lead workshops, and translate insights into actionable roadmaps that boost customer trust and reduce cost to serve.

You will collaborate with cross-functional teams, shape innovative yet achievable recommendations, and drive implementations across front- and back-office processes in the utilities domain.

Qualifications

• Minimum of 4 years in Strategy or Management consulting 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 4 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 4 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

Responsibilities

• Assess current-state service performance, identify breakpoints, and size opportunities.
• Define & deploy future-state visions and roadmaps to improve customer, operational, and financial outcomes.
• Guide clients into making confident decisions on where and how to transform service and partner to deploy & monitor initiatives.
• Apply AI and digital engagement capabilities to elevate customer interactions within broader service strategy frameworks.

Skills

Strategy consulting

Management consulting

Customer service design

Analytics

Stakeholder facilitation

Workforce transformation

AI/digital engagement

Education

Bachelor's degree or equivalent

Tools

Salesforce

Dynamics

Amazon Connect

Genesys

NICE

Job description

Accenture PLC, a global leader in strategy and technology, seeks a Management Consultant for its Utilities practice. You will redefine customer service experiences, lead workshops, and translate insights into actionable roadmaps that boost customer trust and reduce cost to serve.

You will collaborate with cross-functional teams, shape innovative yet achievable recommendations, and drive implementations across front- and back-office processes in the utilities domain.