Customer Growth Strategy Lead - Utilities & AI CX

Accenture PLC; Miami (FL); On-site; USD 94,000 - 294,000; Full time

Job summary

Accenture Song is seeking a senior strategy and transformation leader for its Utilities practice in the United States. You will own roadmaps to reinvent customer service, drive measurable outcomes, and lead cross-functional teams across strategy, technology, and operations.

You will apply data-driven insights, design thinking, and AI-enabled approaches to modernize customer care, billing, outage management, and related processes while balancing regulatory, operational, and customer value

Qualifications

• Minimum 10 years in Strategy or Management Consulting focused on customer service, contact centers, or digital engagement.
• Experience delivering experience design, data-driven insights, and analytics in service transformation.
• Proven record leading assessment-to-implementation engagements with measurable impact.
• Deep expertise across customer service domains: field service, journey management, operating models, workforce transformation.
• Experience with AI, GenAI, and conversational design to shape CX roadmaps.
• 5+ years serving utilities clients (electric, gas, water) or related finance/regulatory roles.

Responsibilities

• Lead assessment-to-strategy-to-implementation engagements and translate findings into actionable recommendations.
• Guide client teams through roadmaps and transformation programs across channels (web, chat, email, social).
• Facilitate workshops, engage stakeholders, and synthesize insights into compelling narratives.
• Deploy automation and AI solutions to reinvent end-to-end customer processes in utilities.
• Manage scope, workplans, risks, and team performance in a consulting context.

Skills

CX strategy

Analytics

Project mgmt

Workshop facilitation

Stakeholder engage

Cross-functional leadership

AI/GenAI

Conversation design

Change management

Education

Bachelor's degree or equivalent

Tools

Salesforce

Dynamics

Amazon Connect

Genesys

ERP/CIS systems

Job description

Accenture Song is seeking a senior strategy and transformation leader for its Utilities practice in the United States. You will own roadmaps to reinvent customer service, drive measurable outcomes, and lead cross-functional teams across strategy, technology, and operations.

You will apply data-driven insights, design thinking, and AI-enabled approaches to modernize customer care, billing, outage management, and related processes while balancing regulatory, operational, and customer value