Customer Growth Strategy Manager | 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

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

An experienced leader 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 comfortable owning workstreams, managing teams, leading client stakeholders and driving initiatives from assessment through implementation.

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 skilled at leading cross-functional teams across strategy, functional, and technology teams to shape and deploy recommendations that are both innovative and achievable.

You have the full consulting toolbelt and bring project management and industry expertise 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 10 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 10 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 10 years experience leading 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.
• Minimum of 10 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 manage project scope, workplans, deliverables, risks, dependencies, client expectations, and team performance in a consulting or transformation environment.
• Hands‑on experience with AI, GenAI, and conversational design, with the ability to translate emerging capabilities into strategic customer experience roadmaps and future‑state operating models.
• Minimum of 5 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 10 years' work experience). If Associate’s Degree, must have equivalent minimum 12-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.

Compensation and Benefits

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 Role Location Annual Salary Range

California $94,400 to $293,800

Colorado $94,400 to $253,800

Connecticut $94,400 to $253,800

District of Columbia $100,500 to $270,300

Illinois $87,400 to $253,800

Maine $80,400 to $216,200

Maryland $94,400 to $253,800

Massachusetts $94,400 to $270,300

Minnesota $94,400 to $253,800

New York $87,400 to $293,800

New Jersey $100,500 to $293,800

Ohio $87,400 to $235,000

Virginia $87,400 to $270,300

Washington $100,500 to $270,300

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Company Culture

Bring your incredible skills and join our global team of innovators. We come together from different backgrounds across the world and work with the latest technologies to create value and growth for our clients. With us, you’ll continue to learn and grow so you can advance in your career. Your personal dreams and ambitions are just as important to us; that’s why we offer support any way we can—when you thrive, we all thrive.

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