Growth Strategy Leader — Utilities CX

Accenture PLC; Morristown (NJ); On-site; USD 68,000 - 206,000; Full time

Benefits offered by this job

Medical benefits

401(k) plan

Paid holidays & PTO

Job summary

Accenture Song’s Utilities team is hiring a Management Consultant to design and deploy future-state customer service strategies. You will help utilities providers improve customer trust, satisfaction, and cost-to-serve by applying strategic and tactical approaches across channels and operations.

You will collaborate with strategy, functional, and technology teams to translate insights into roadmaps, pilot initiatives, and scalable operating models that balance customer expectations with

Qualifications

• Minimum of 4 years of Strategy or Management consulting experience focused on reimagining customer service and related domains.
• Minimum of 4 years of experience applying experience design, data-driven insights, and analytics to service transformation.
• Deep functional expertise across customer service domains: customer & field service, journey management, operating model, workforce and KPIs.
• Experience with technology enablement strategies (IVR, digital platforms, routing, analytics).
• Proven ability to translate findings into actionable recommendations and lead implementations that drive measurable impact.

Education

Bachelor's degree or equivalent

Tools

Salesforce

Dynamics

Amazon Connect

Genesys

NICE

Job description

Accenture Song’s Utilities team is hiring a Management Consultant to design and deploy future-state customer service strategies. You will help utilities providers improve customer trust, satisfaction, and cost-to-serve by applying strategic and tactical approaches across channels and operations.

You will collaborate with strategy, functional, and technology teams to translate insights into roadmaps, pilot initiatives, and scalable operating models that balance customer expectations with