Customer Growth Strategy Consultant | Utilities

Accenture PLC; San Diego (CA); Sur place; USD 70 000 - 206 000; Plein temps

Résumé du poste

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)

Responsabilités

• 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.

Connaissances

Strategy consulting

Customer service transformation

Analytics and insights

Experience design

Operating models

Workforce planning

KPI architecture

AI and digital engagement

Formation

Bachelor's degree or equivalent

Outils

Salesforce

Dynamics 365

Amazon Connect

Genesys

NICE

Description du poste

We Are:

Accenture Song’s Utilities team, a group of management consultants helping leading organizations reinvent service as a driver of customer trust, operational efficiency, and satisfaction. We help clients move beyond traditional cost-focused service models by defining future-ready customer service strategies, operating models, transformation roadmaps, and business cases that connect human-centered design, data-driven insights, AI, and scalable technology platforms.

Within Utilities, we work with electricity, gas & water providers to address rising customer expectations, affordability pressures, regulatory requirements, outage and emergency communications, energy transition programs, and the need for proactive, personalized, digital-first engagement. We help clients modernize customer care, improve satisfaction and trust, reduce cost to serve, and unlock new value through different service models, automation, analytics, and connected customer experiences.

You Are:

A Management Consultant who understands how exceptional service experiences are designed, operated, measured, and transformed. You bring a strategic yet tactical & deployment mindset, strong analytical skills, and practical experience helping organizations assess current-state service performance, identify & evaluate breakpoints, define & deploy future-state visions, and create & execute roadmaps that improve customer, operational, and financial outcomes.

You are passionate about the Utilities industry and understand the critical moments that shape customer trust, including billing, payments, collections, outage management, move-in/move-out, field service coordination, energy efficiency, rate changes, distributed energy resources, and clean energy adoption. You understand these industry dynamics and work with cross-functional and technical teams to deploy tactics that balance customer expectations, regulatory considerations, operational realities, and business value.

You are comfortable working across strategy, functional, and technology teams to shape and deploy recommendations that are both innovative and achievable. You have the consulting toolbelt and bring multi-faceted skills to the workplace, including the abilities to engage client leaders & stakeholders, facilitate workshops, synthesize customer and operational insights, build compelling narratives, guide clients into making confident decisions on where and how to transform service and partner with clients to deploy & monitor various initiatives

You are energized by the opportunity to ideate & deploy automation, AI, Agentic AI and Agentic Commerce solutions to reinvent the end-to-end Utilities Customer processes, across channels and across the front- and back-office.

Travel may be required for this role, varying from 0 to 100% depending on business need and client requirements.

Here’s what you need:

• 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. Including:

• 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 (front- and/or back-office focused on the customer)

• 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 (customer, operational, and financial) to identify breakpoints, size opportunities, and shape strategic recommendations across channels (web, chat, email, social).

• Experience implementing distinct service initiatives within a Customer roadmap to uplift operational performance, enhance customer satisfaction and reduce cost to serve

• Demonstrated ability to conduct 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.

• Exposure & understanding of how applying AI and digital engagement capabilities to elevate customer interactions—such as conversational AI, virtual agents, intelligent routing, and predictive tools—within broader service strategy frameworks.

• Minimum of 1 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 4 years' work experience). If Associate’s Degree, must have equivalent minimum 5-year work experience

Bonus points if:

• You have past experience leveraging Cloud (SaaS) platforms to architect future‑state service models, assess technology fit within enterprise ecosystems, and inform CX transformation strategies.

• You have past experience advising clients on customer service technologies (e.g., Salesforce, Dynamics, Amazon Connect, Genesys, NICE) and how these platforms enable omnichannel service strategies and scalable operating models.

• You have past experience working with Customer Information Systems (CIS) or Enterprise Resource Planning (ERP) platforms to understand how these systems contribute to the Utilities value chain and where they play a role within the development and deployment of initiatives across Customer operations

• You have hands‑on experience with automation, AI, GenAI, and conversational design, with the ability to translate emerging capabilities into strategic customer experience roadmaps and future‑state operating models.

Compensation at Accenture varies depending on a wide array of factors, which may include but are not limited to the specific office location, role, skill set, and level of experience. As required by local law, Accenture provides a reasonable range of compensation for roles that may be hired as set forth below.We anticipate this job posting will be posted until 11/27/2026.Accenture offers a market competitive suite of benefits including medical, dental, vision, life, and long-term disability coverage, a 401(k) plan, bonus opportunities, paid holidays, and paid time off. See more information on our benefits here:

U.S. Employee Benefits | Accenture (https://www.accenture.com/us-en/careers/local/benefits)

Role Location Annual Salary RangeCalifornia $70,350 to $205,800Colorado $63,800 to $177,800Connecticut $63,800 to $177,800District of Columbia $68,000 to $189,300Illinois $59,100 to $177,800Maine $54,400 to $151,400Maryland $63,800 to $177,800Massachusetts $63,800 to $189,300Minnesota $63,800 to $177,800New York $66,300 to $205,800New Jersey $68,000 to $205,800Ohio $59,100 to $164,600Virginia $59,100 to $189,300Washington $80,200 to $189,300

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