Growth Strategy Lead for Customer Experience & AI

Accenture PLC; New York (NY); On-site; USD 123,000 - 338,000; Full time

Job summary

Accenture is seeking a senior leader to design, operate, and transform end-to-end customer service experiences within the Utilities sector. The role requires a strategic yet hands-on deployment mindset, strong analytics, and a proven track record in driving large-scale transformations from assessment through implementation.

You will lead client steering, workshops, and cross-functional teams, translating insights into actionable roadmaps and business cases that improve customer trust, reduce

Qualifications

• 10+ years in strategy or management consulting for customer service, contact center ops, or digital engagement.
• Experience translating findings into actionable recommendations and leading implementation.
• Hands-on AI, GenAI, and conversational design experience for CX roadmaps.
• Ability to manage scope, plans, risks, and teams in a consulting/transformation setting.
• Experience serving utilities clients (electric, gas, water) or equivalent regulatory/finance roles.

Responsibilities

• Lead assessment-to-strategy-to-implementation engagements and drive measurable impact.
• Manage client stakeholders, workshops, and discovery sessions from ideation to rollout.
• Develop and articulate future-state operating models and roadmaps balancing customer, regulatory, and business value.
• Mentor teams, originate proposals, and drive cross-functional collaboration across channels and back-office/front-office.

Skills

Strategy consulting

Management consulting

Leadership

Client stakeholder management

AI/GenAI experience

Utilities industry experience

Roadmap development

Project management

Sales / business development

Workforce transformation

Education

Bachelor's degree or equivalent

Job description

Accenture is seeking a senior leader to design, operate, and transform end-to-end customer service experiences within the Utilities sector. The role requires a strategic yet hands-on deployment mindset, strong analytics, and a proven track record in driving large-scale transformations from assessment through implementation.

You will lead client steering, workshops, and cross-functional teams, translating insights into actionable roadmaps and business cases that improve customer trust, reduce