Utilities Customer Growth & Experience Manager

Accenture PLC; Morristown (NJ); On-site; USD 101,000 - 294,000; Full time

Job summary

Accenture seeks an experienced strategy and transformation leader to guide Utilities customer service programs, analytics, and AI-enabled operating models across the U.S. You will shape roadmaps, lead cross‑functional teams, and drive measurable improvements in customer, operational, and financial outcomes.

You will work with clients to assess current performance, define future‑state visions, and deploy initiatives from assessment through implementation, balancing customer expectations with

Qualifications

• 10+ years in Strategy or Management consulting focused on reimagining customer service for utilities or related sectors.
• 10+ years translating insights into actionable recommendations and leading implementation of strategic initiatives.
• Deep functional expertise across customer service domains (customer/field service, experience design, operating models, workforce transformation).
• Hands-on experience with AI, GenAI, and conversational design in CX roadmaps.

Responsibilities

• Lead assessment‑to‑strategy‑to‑implementation engagements for client programs.
• Facilitate workshops, synthesize insights, and build compelling narratives for decision makers.
• Manage cross‑functional teams and client stakeholders to deliver roadmaps that improve customer outcomes and reduce cost to serve.

Skills

Strategy consulting

Management consulting

Analytical skills

Leadership

Client stakeholder management

Cross-functional teams

AI/GenAI familiarity

Education

Bachelor's degree or equivalent

Tools

Salesforce

Dynamics

Amazon Connect

Genesys

NICE

Job description

Accenture seeks an experienced strategy and transformation leader to guide Utilities customer service programs, analytics, and AI-enabled operating models across the U.S. You will shape roadmaps, lead cross‑functional teams, and drive measurable improvements in customer, operational, and financial outcomes.

You will work with clients to assess current performance, define future‑state visions, and deploy initiatives from assessment through implementation, balancing customer expectations with