Growth Strategy Consultant - Customer Experience & AI

Accenture PLC; Cleveland (OH); On-site; USD 59,000 - 165,000; Full time

Job summary

Accenture PLC is hiring a Management Consultant for the Utilities practice, focusing on transforming customer service, operations, and engagement. You will translate insights into actionable roadmaps and drive measurable improvements in cost-to-serve and customer outcomes.

You will collaborate across strategy, functional, and technology teams, leveraging AI and digital tools to reinvent end-to-end customer processes in the utilities sector.

Qualifications

• 4+ years in strategy or management consulting focused on customer service or digital engagement.
• 4+ years turning insights into service transformation to reduce cost-to-serve.
• Deep functional expertise in customer service domains (front/back office).
• Experience assessing current-state service performance and shaping future-state roadmaps.
• Exposure to AI, digital engagement, and omnichannel service strategies.
• 1+ year serving utilities clients (electric, gas, water) or related finance/regulatory work.

Responsibilities

• Assess current-state service performance, identify breakpoints, and define future-state visions.
• Develop and deploy roadmaps to improve customer, operational, and financial outcomes.
• Engage client leaders, facilitate workshops, and drive implementation of strategic initiatives.
• Balance customer expectations with regulatory and operational realities in service design.
• Lead technology enablement initiatives (IVR, digital platforms, routing, analytics).

Skills

Strategy consulting

Management consulting

Analytics & insights

Experience design

Operating model redesign

Workforce planning

KPI architecture

AI/digital engagement

Utilities experience

Education

Bachelor's degree or equivalent

Job description

Accenture PLC is hiring a Management Consultant for the Utilities practice, focusing on transforming customer service, operations, and engagement. You will translate insights into actionable roadmaps and drive measurable improvements in cost-to-serve and customer outcomes.

You will collaborate across strategy, functional, and technology teams, leveraging AI and digital tools to reinvent end-to-end customer processes in the utilities sector.