Utilities Customer Growth & Strategy Consultant

Accenture PLC; Milwaukee (WI); Presencial; USD 70.000 - 206.000; Jornada completa

Descripción de la vacante

Accenture Song’s Utilities team seeks a Management Consultant to help reinvent customer service, design future-state operating models, and deploy roadmaps balancing customer trust, regulatory realities, and business value. Travel up to 0–100% may be required depending on client needs.

You bring 4+ years in strategy/management consulting, experience design and analytics, and deep domain expertise across customer service areas including billing, collections, and field service. A degree is required.

Formación

• Minimum 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 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 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; Vendor and ecosystem strategy; Benchmarking data and competitive insights
• Experience implementing distinct service initiatives within a Customer roadmap to uplift operational performance, enhance customer satisfaction and reduce cost to serve
• Bachelor's degree or equivalent (minimum 4 years' work experience)

Responsabilidades

• Lead assessment‑to‑strategy‑to‑implementation engagements and translate findings into actionable recommendations
• Advise clients on customer service technologies and omnichannel strategies to enable scalable operating models
• Facilitate workshops and engage stakeholders to build compelling narratives and roadmaps
• Drive implementation of strategic initiatives to deliver measurable customer, operational, or financial impact

Conocimientos

Strategy consulting

Management consulting

Analytics

Workshop facilitation

AI and digital engagement

Cross-functional collaboration

Client storytelling

Public speaking

Educación

Bachelor's degree or equivalent

Herramientas

Salesforce

Dynamics

Amazon Connect

Genesys

NICE

Descripción del empleo

Accenture Song’s Utilities team seeks a Management Consultant to help reinvent customer service, design future-state operating models, and deploy roadmaps balancing customer trust, regulatory realities, and business value. Travel up to 0–100% may be required depending on client needs.

You bring 4+ years in strategy/management consulting, experience design and analytics, and deep domain expertise across customer service areas including billing, collections, and field service. A degree is required.