Senior Manager, Customer Growth & Experience Strategy

Accenture PLC; Irving (TX); Sur place; USD 133 000 - 338 000; Plein temps

Résumé du poste

Accenture Song’s Utilities practice is seeking a senior strategy leader to design, operate, and transform exceptional service experiences. You will own workstreams, mentor teams, and guide client executives through assessment to implementation, aligning human-centered design with AI-enabled, data-driven service models.

You will leverage extensive consulting experience to drive customer trust, improve operational efficiency, and reduce cost‑to‑serve, while navigating regulatory considerations and

Qualifications

• 10+ years in strategy or management consulting focused on reimagining customer service and contact center operations.
• Experience leading assessment‑to‑strategy‑to‑implementation engagements and translating findings into actionable recommendations.
• Minimum 10 years of deep functional expertise across customer service domains (customer & field service transformation, journey management, operating model).
• 5+ years serving utilities clients (electric, gas, water) or related regulatory/finance roles.

Responsabilités

• Lead workstreams, manage teams, and drive initiatives from assessment through implementation.
• Engage client leaders and stakeholders, facilitate workshops, and synthesize insights into compelling narratives.
• Develop and mentor team members, build thought leadership and assets for market relevance.
• Originating sales activities and contributing to proposals and RFP presentations.

Connaissances

Strategy consulting

Senior leadership

Operational transformation

AI and GenAI

Stakeholder management

Formation

Bachelor's degree or equivalent

Description du poste

Accenture Song’s Utilities practice is seeking a senior strategy leader to design, operate, and transform exceptional service experiences. You will own workstreams, mentor teams, and guide client executives through assessment to implementation, aligning human-centered design with AI-enabled, data-driven service models.

You will leverage extensive consulting experience to drive customer trust, improve operational efficiency, and reduce cost‑to‑serve, while navigating regulatory considerations and