Senior Manager, Customer Growth & Service Transformation

Accenture PLC; Orlando (FL); On-site; USD 133,000 - 338,000; Full time

Job summary

Accenture Song is seeking a senior leader to design, operate, and transform customer service strategies for utilities clients. You will own multi-stream workstreams, lead teams, and drive initiatives from assessment through implementation, shaping customer experiences, operating models, and performance metrics.

You will apply data-driven insights, analytics, and AI technologies to reinvent end-to-end utilities customer processes, across channels and back-office functions.

Qualifications

• Minimum of 10 years in strategy or management consulting focused on reimagining customer service across channels.
• Minimum of 10 years designing and applying experience design, data-driven insights, and analytics to service transformation.
• Minimum of 10 years leading end-to-end engagements from assessment to implementation.
• Minimum of 10 years across at least one customer service domain (customer/service transformation, CX design, operating model).
• Hands-on experience with AI, GenAI, and conversational design.

Responsibilities

• Lead assessment-to-strategy-to-implementation engagements and guide implementation of strategic initiatives.
• Translate findings into actionable recommendations for clients to improve customer, operational, or financial outcomes.
• Develop thought leadership and client-ready assets with innovative insights and offerings.
• Mentor peers and junior team members while managing client relationships and expectations.

Skills

Strategy consulting

Executive leadership

Stakeholder management

AI and GenAI

Service transformation

Experience design

Data-driven insights

Change management

Utilities industry

Education

Bachelor's degree or equivalent

Job description

Accenture Song is seeking a senior leader to design, operate, and transform customer service strategies for utilities clients. You will own multi-stream workstreams, lead teams, and drive initiatives from assessment through implementation, shaping customer experiences, operating models, and performance metrics.

You will apply data-driven insights, analytics, and AI technologies to reinvent end-to-end utilities customer processes, across channels and back-office functions.