Growth Strategy Senior Manager, Customer Experience & AI

Accenture PLC; City of Albany (NY); On-site; USD 123,000 - 338,000; Full time

Job summary

Accenture Song’s Utilities team seeks a senior leader to design, operate, and transform exceptional service experiences. You will own workstreams, manage teams, and drive initiatives from assessment through implementation across client organizations.

With deep experience in strategy, analytics, and AI-enabled service models, you will guide executives, partner with cross-functional teams, and shape roadmaps to improve customer trust and reduce cost to serve.

Qualifications

• Minimum of 10 years of Strategy or Management consulting experience focused on helping organizations reimagine customer service.
• Minimum of 10 years of experience creating & implementing experience design, data-driven insights, and analytics into service transformation.
• Minimum of 10 years experience leading assessment-to-strategy-to-implementation engagements.
• Minimum of 10 years deep functional expertise across key customer service domains.

Responsibilities

• Own workstreams, manage teams, and lead client stakeholders through assessments to implementation.
• Develop roadmaps that improve customer, operational, and financial outcomes.
• Translate findings into actionable recommendations and drive strategic initiatives.
• Lead sales and proposals with senior-level client engagement.

Skills

Strategy consulting

Management consulting

AI/GenAI familiarity

Customer experience design

Project leadership

Education

Bachelor's degree or equivalent

Tools

AI enablement tools

Job description

Accenture Song’s Utilities team seeks a senior leader to design, operate, and transform exceptional service experiences. You will own workstreams, manage teams, and drive initiatives from assessment through implementation across client organizations.

With deep experience in strategy, analytics, and AI-enabled service models, you will guide executives, partner with cross-functional teams, and shape roadmaps to improve customer trust and reduce cost to serve.