Utilities Customer Growth Strategy Lead

Accenture PLC; Houston (TX); On-site; USD 87,000 - 270,000; Full time

Benefits offered by this job

Medical insurance

Dental coverage

Vision coverage

Life insurance

Long-term disability

401(k) plan

Bonus opportunities

Paid holidays

Paid time off

Job summary

Accenture is seeking an experienced leader in the Utilities sector to design, operate, and transform best‑in‑class customer experiences. You will guide assessment‑to‑implementation programs, manage client stakeholders, and drive initiatives from discovery through deployment, including automation and AI capabilities, across multi-channel customer processes.

You will work with cross‑functional teams, shape strategic roadmaps, and deliver measurable improvements in customer satisfaction and cost

Qualifications

• Minimum of 6 years of Strategy or Management consulting experience focused on helping organizations reimagine customer service.
• Minimum of 5 years of experience creating and implementing experience design, data‑driven insights, and analytics into service transformation.
• Minimum of 5 years experience leading assessment‑to‑strategy‑to‑implementation engagements with measurable impact.
• Minimum of 5 years of deep functional expertise across one or more key customer service domains.
• Bachelor's degree or equivalent (minimum 7 years' work experience). If Associate's Degree, must have equivalent minimum 9-year work experience.

Responsibilities

• Lead cross‑functional teams across strategy, functional, and technology to shape and deploy recommendations.
• Define and deploy future‑state service roadmaps balancing customer, operational, and financial outcomes.
• Engage client leaders, facilitate workshops, and translate insights into actionable recommendations.
• Drive automation, AI, GenAI, and conversational design initiatives within customer operations.

Skills

Strategy consulting

Customer experience design

Analytics & insights

Workshop facilitation

Cross-functional leadership

AI & GenAI familiarity

Project management

Education

Bachelor's degree or equivalent

Tools

Salesforce

Dynamics

Amazon Connect

Genesys

NICE

Job description

Accenture is seeking an experienced leader in the Utilities sector to design, operate, and transform best‑in‑class customer experiences. You will guide assessment‑to‑implementation programs, manage client stakeholders, and drive initiatives from discovery through deployment, including automation and AI capabilities, across multi-channel customer processes.

You will work with cross‑functional teams, shape strategic roadmaps, and deliver measurable improvements in customer satisfaction and cost