Utilities Customer Growth & Strategy Consultant

Accenture; Irving (TX); On-site; USD 54,000 - 206,000; Full time

Job summary

Accenture Song’s Utilities practice seeks a Management Consultant to redefine customer service delivery, blending strategic thinking with practical deployment expertise. You will assess current-state service performance, identify breakpoints, and design roadmaps that improve customer trust and reduce cost-to-serve.

You will partner with strategy, operations, and technology teams to deliver innovative, achievable recommendations, including AI and digital engagement tactics, across channels and

Qualifications

• Minimum of 4 years of Strategy or Management consulting experience focused on helping organizations reimagine customer service or digital engagement.
• Minimum of 4 years of experience turning insights into service transformations to reduce cost-to-serve.
• Minimum of 4 years of deep functional expertise in customer service domains (customer & field service, journey management, operating model redesign).
• Experience leading assessment‑to‑strategy‑to‑implementation engagements with actionable recommendations.

Responsibilities

• Lead assessment-to-strategy-to-implementation engagements for service transformations.
• Develop and socialize roadmaps, operating models, and implementation plans.
• Engage client leaders, facilitate workshops, and build compelling narratives for change.
• Collaborate with cross-functional and technical teams to deploy AI-enabled service initiatives.

Skills

Strategy consulting

Analytics

Stakeholder engagement

Workshop facilitation

Communication

Presentation skills

Problem solving

Education

Bachelor's degree or equivalent

Tools

Salesforce / Dynamics (bonus)

Job description

Accenture Song’s Utilities practice seeks a Management Consultant to redefine customer service delivery, blending strategic thinking with practical deployment expertise. You will assess current-state service performance, identify breakpoints, and design roadmaps that improve customer trust and reduce cost-to-serve.

You will partner with strategy, operations, and technology teams to deliver innovative, achievable recommendations, including AI and digital engagement tactics, across channels and