Utilities Customer Growth & Experience Strategist

Work in Iowa; Des Moines (IA); On-site; USD 90,000 - 200,000; Full time

Job summary

Accenture Song’s Utilities team seeks a Management Consultant to design, operate, measure, and transform exceptional service experiences. You will lead strategy-to-implementation efforts across customer service, billing, collections, and digital engagement within utilities, balancing regulatory needs and business value.

You bring 4+ years of strategy/consulting experience, strong analytical skills, and practical delivery expertise to shape future-state operating models and roadmaps with

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 (e.g. IVR, digital platforms, routing, analytics); KPI architecture, insights, and measurement strategy; Vendor and ecosystem strategy for service delivery; Experience evaluating benchmarking data and competitive insights across channels; Experience implementing distinct service initiatives within a Customer roadmap; Demonstrated ability to conduct assessment‑to‑strategy‑to‑implementation engagements; Exposure to AI and digital engagement capabilities in CX strategies; Minimum of 1 year of experience serving utilities clients; Bachelor's degree or equivalent requirement.

Education

Bachelor's degree or equivalent (minimum 4 years' work experience)

Job description

Accenture Song’s Utilities team seeks a Management Consultant to design, operate, measure, and transform exceptional service experiences. You will lead strategy-to-implementation efforts across customer service, billing, collections, and digital engagement within utilities, balancing regulatory needs and business value.

You bring 4+ years of strategy/consulting experience, strong analytical skills, and practical delivery expertise to shape future-state operating models and roadmaps with