Utilities Customer Growth & Experience Strategist

Accenture PLC; Chicago (IL); On-site; USD 59,000 - 178,000; Full time

Job summary

Accenture Song’s Utilities team seeks a Management Consultant to reinvent service as a driver of trust and efficiency. You will design, operate, and transform end-to-end customer experiences using data, AI, and scalable platforms across the Utilities sector.

You will collaborate with strategy, operations, and technology teams to shape roadmaps, business cases, and implementation plans that balance customer needs with regulatory and business goals. Travel may be required (0–100%).

Qualifications

• Minimum of 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.
• Minimum of 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.
• Minimum of 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, insights, and measurement strategy; Vendor and ecosystem strategy for service delivery.
• Exposure to applying AI and digital engagement capabilities to elevate customer interactions within broader service strategy frameworks.
• Minimum of 1 year of experience serving utilities clients (electric, gas, or water) or in a utilities finance, controllership, or regulatory function.

Responsibilities

• Assess current-state service performance, identify breakpoints, and define future-state visions.
• Create roadmaps and implementation plans to improve customer, operational, and financial outcomes.
• Lead multi-disciplinary teams to deploy automation, AI, and digital engagement initiatives.
• Translate findings into actionable recommendations and drive measurable impact across channels.

Skills

Strategy consulting

Experience design

Data-driven insights

Analytics

Customer service transformation

Operating model redesign

Workforce forecasting

Quality and performance management

KPI architecture

Vendor ecosystem strategy

AI exposure

Utilities domain knowledge

Education

Bachelor's degree or equivalent

Job description

Accenture Song’s Utilities team seeks a Management Consultant to reinvent service as a driver of trust and efficiency. You will design, operate, and transform end-to-end customer experiences using data, AI, and scalable platforms across the Utilities sector.

You will collaborate with strategy, operations, and technology teams to shape roadmaps, business cases, and implementation plans that balance customer needs with regulatory and business goals. Travel may be required (0–100%).