Growth Strategy Lead, AI-Driven Utilities CX

Accenture PLC; Arlington (VA); On-site; USD 87,000 - 270,000; Full time

Job summary

Accenture is seeking a seasoned Strategy/Management Consultant to lead complex utilities customer service transformations. You will shape future‑state operating models, develop data‑driven roadmaps, and drive implementation across strategy, digital platforms, and frontline delivery.

You will guide client executives, manage diverse teams, and translate insights into actionable plans that improve customer outcomes and reduce cost‑to‑serve. Travel may be required depending on client needs.

Qualifications

• 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.
• 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.
• 10+ years experience leading assessment→strategy→implementation engagements, translate findings into actionable recommendations, and lead implementation of strategic initiatives that drive measurable customer, operational, or financial impact.
• 10+ 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 management, quality and performance frameworks, technology enablement strategy, KPI architecture and measurement.

Responsibilities

• Lead assessment‑to‑strategy‑to‑implementation engagements for utilities clients.
• Define and deploy future‑state operating models and roadmaps.
• Engage client leaders & stakeholders, facilitate workshops, synthesize insights, and drive decision making.
• Oversee cross‑functional teams across strategy, functional and technology streams to deliver results.

Skills

Strategy consulting

Leadership

Stakeholder management

AI / GenAI experience

Operations improvement

Education

Bachelor's degree

Tools

Salesforce

Dynamics

Amazon Connect

CIS/ERP platforms

Job description

Accenture is seeking a seasoned Strategy/Management Consultant to lead complex utilities customer service transformations. You will shape future‑state operating models, develop data‑driven roadmaps, and drive implementation across strategy, digital platforms, and frontline delivery.

You will guide client executives, manage diverse teams, and translate insights into actionable plans that improve customer outcomes and reduce cost‑to‑serve. Travel may be required depending on client needs.