Growth Strategy Lead - Customer Experience and Transformation

Accenture PLC; Atlanta (GA); On-site; USD 123,000 - 338,000; Full time

Benefits offered by this job

Medical, dental, vision

401(k) plan

Bonus opportunities

Paid holidays

Paid time off

Job summary

Accenture Song’s Utilities team seeks a senior leader to design, govern, and accelerate customer service transformations. You will own workstreams, manage teams, and drive initiatives from assessment through implementation to improve customer trust and operational efficiency.

You will bring deep experience in utilities or related services, and lead programs balancing customer outcomes with regulatory and business value, including AI-enabled strategies across front- and back-office processes.

Qualifications

• 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, or digital customer engagement.
• Minimum of 10 years creating & implementing experience design, data-driven insights, and analytics into service transformation to improve outcomes and reduce cost-to-serve.
• Minimum of 10 years leading assessment-to-strategy-to-implementation engagements and translating findings into actionable recommendations.

Responsibilities

• Lead large-scale transformations for clients, supervising and mentoring teams.
• Engage client leaders & stakeholders, facilitate workshops, and synthesize insights.
• Develop and communicate roadmaps to transform service and deploy initiatives across channels.

Skills

Strategy consulting

Executive leadership

Experience design

Data-driven insights

Analytics

Assessment-to-implementation

Customer service domains

AI & GenAI

Conversational design

Travel readiness

Education

Bachelor's degree

Tools

AI tools

Job description

Accenture Song’s Utilities team seeks a senior leader to design, govern, and accelerate customer service transformations. You will own workstreams, manage teams, and drive initiatives from assessment through implementation to improve customer trust and operational efficiency.

You will bring deep experience in utilities or related services, and lead programs balancing customer outcomes with regulatory and business value, including AI-enabled strategies across front- and back-office processes.