Senior Manager, Customer Growth & Service Transformation

Accenture PLC; Boston (MA); On-site; USD 133,000 - 311,000; Full time

Job summary

Accenture Song’s Utilities practice seeks a senior leader who designs and deploys end-to-end service transformations for utility clients. You will drive assessment-to-implementation programs, mentor teams, and engage executives to deliver measurable customer, operational, and financial outcomes.

You bring a decade of experience in strategy consulting, deep domain knowledge in customer service, and hands-on AI-enabled service design. Travel may be required.

Qualifications

• 10+ years in Strategy or Management consulting focused on reimagining customer service.
• Experience turning assessment results into actionable roadmaps and implementations.
• Deep expertise across customer service domains (front/back office).
• Hands-on experience with AI, GenAI, and conversational design in roadmaps.

Responsibilities

• Lead large-scale transformation programs from assessment to implementation.
• Own workstreams, manage teams, and align stakeholders with executive sponsors.
• Develop and mentor junior staff while shaping client roadmaps.
• Originating sales from ideation through proposals and client pitches.

Skills

Strategic leadership

Management consulting

Data-driven insights

AI & GenAI awareness

Customer experience design

Operating model design

Workshop facilitation

Stakeholder management

Sales origination

Project management

Education

Bachelor's degree or equivalent

Tools

AI platforms

Data analytics tools

Job description

Accenture Song’s Utilities practice seeks a senior leader who designs and deploys end-to-end service transformations for utility clients. You will drive assessment-to-implementation programs, mentor teams, and engage executives to deliver measurable customer, operational, and financial outcomes.

You bring a decade of experience in strategy consulting, deep domain knowledge in customer service, and hands-on AI-enabled service design. Travel may be required.