Customer Growth Strategy Lead — AI-Driven Utilities

Accenture PLC; Chicago (IL); On-site; USD 87,000 - 254,000; Full time

Benefits offered by this job

Health insurance

401(k) plan

Paid holidays

Job summary

Accenture Song’s Utilities practice is seeking an experienced leader to drive end-to-end customer service transformations for electricity, gas, and water providers. You will shape strategies, deploy future-state operating models, and lead cross-functional teams across strategy, functional and technology domains.

You will engage with client leaders, facilitate workshops, and translate insights into actionable roadmaps that balance customer outcomes, regulatory considerations, and business value.

Qualifications

• Minimum 10 years of Strategy or Management consulting experience focused on helping organizations reimagine customer service and digital engagement.
• Minimum 5 years of experience with AI/GenAI and conversational design in CX roadmaps.
• Proven ability to lead assessment‑to‑strategy‑to‑implementation engagements and drive measurable impact.

Responsibilities

• Lead client workstreams and manage multi-disciplinary teams across strategy, functional, and technology domains.
• Develop future-state operating models and roadmaps for complex utilities CX transformations.
• Engage executive stakeholders, facilitate workshops, and guide decision-making on transformation initiatives.

Skills

Strategy consulting

Stakeholder management

Cross-functional leadership

Roadmap development

AI GenAI

Education

Bachelor's degree or equivalent

Tools

Salesforce

Dynamics

Amazon Connect

Genesys

Job description

Accenture Song’s Utilities practice is seeking an experienced leader to drive end-to-end customer service transformations for electricity, gas, and water providers. You will shape strategies, deploy future-state operating models, and lead cross-functional teams across strategy, functional and technology domains.

You will engage with client leaders, facilitate workshops, and translate insights into actionable roadmaps that balance customer outcomes, regulatory considerations, and business value.