Utilities Customer Growth & Experience Strategist

Accenture PLC

Atlanta (GA)

On-site

USD 90,000 - 170,000

Full time

14 hours ago

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Benefits offered by this job

Medical

Dental

Vision

Life Insurance

Long-term Disability

401(k)

Bonus opportunities

Paid holidays

Paid time off

Job summary

Accenture Song’s Utilities team seeks a Management Consultant to design and deploy future-state customer service strategies and operating models for leading utilities providers. You will balance customer expectations, regulatory realities, and business value while driving automation and AI-enabled solutions across front and back offices.

You will collaborate with strategy, functional, and technology teams, synthesize insights, and guide clients through workshops to deliver measurable

Qualifications

4+ years of Strategy or Management consulting experience focused on helping organizations reimagine customer service, customer support, contact center operations, back-office delivery (billing, payments, credit & collections) or digital customer engagement.
4+ years of experience creating & implementing experience design, data-driven insights, and analytics into service transformation to improve customer outcomes and reduce cost-to-serve.
4+ years of deep functional expertise across one or more key customer service domains: Customer & field service transformation, Customer experience design and journey management, Operating model and process redesign, Workforce forecasting and service model transformation, Quality and performance management frameworks, Technology enablement strategy, KPI architecture and measurement.

Responsibilities

Lead assessment‑to‑strategy‑to‑implementation engagements for utility clients, translating findings into actionable recommendations.
Define roadmaps to uplift customer, operational, and financial outcomes and guide deployment across strategy, functional, and technology teams.
Engage client leaders and stakeholders, facilitate workshops, and monitor progress of initiatives with measurable impact on customer experiences and cost-to-serve.