AI-Driven Utilities Growth Strategy Consultant

Accenture PLC; San Diego (CA); On-site; USD 70,000 - 206,000; Full time

Job summary

Accenture Song’s Utilities team is seeking a Management Consultant to reimagine customer service and transform experiences for utility clients. You will shape strategies, deploy workstreams, and lead cross-functional teams across strategy, operations, and technology to deliver measurable improvements in trust, satisfaction, and cost efficiency.

You’ll bring deep experience in experience design, data-driven insights, and analytics, with a focus on frontline and back-office customer operations,

Qualifications

• Minimum of 4 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 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 (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 and shape strategic recommendations across channels
• Experience implementing distinct service initiatives within a Customer roadmap to uplift operational performance and reduce cost to serve
• Exposure to applying AI and digital engagement capabilities within service strategy frameworks
• Minimum of 1 year of experience serving utilities clients or in utilities finance, controllership, or regulatory function
• Bachelor's degree or equivalent (minimum 4 years' work experience)

Responsibilities

• Lead assessment-to-strategy-to-implementation engagements and translate findings into actionable recommendations.
• Guide clients into making confident decisions on where and how to transform service and partner with them to deploy and monitor initiatives.
• Shape and deploy recommendations across strategy, functional, and technology teams to balance innovation and achievability.
• Demonstrate hands-on experience with automation, AI, GenAI, and conversational design to inform roadmaps and operating models.
• Collaborate with cross-functional teams to align customer expectations, regulatory considerations, and business value.
• Provide guidance on how to apply AI and digital engagement capabilities to elevate customer interactions.

Skills

Strategy consulting

Customer service transformation

Analytics and insights

Experience design

Operating models

Workforce planning

KPI architecture

AI and digital engagement

Education

Bachelor's degree or equivalent

Tools

Salesforce

Dynamics 365

Amazon Connect

Genesys

NICE

Job description

Accenture Song’s Utilities team is seeking a Management Consultant to reimagine customer service and transform experiences for utility clients. You will shape strategies, deploy workstreams, and lead cross-functional teams across strategy, operations, and technology to deliver measurable improvements in trust, satisfaction, and cost efficiency.

You’ll bring deep experience in experience design, data-driven insights, and analytics, with a focus on frontline and back-office customer operations,