Utilities Customer Growth & Transformation Lead

Accenture PLC; Hartford (CT); On-site; USD 94,000 - 254,000; Full time

Benefits offered by this job

Health insurance

401(k) plan

Job summary

Accenture Song’s Utilities team seeks a seasoned leader to design, deploy, and measure customer service transformations that boost satisfaction and reduce cost‑to‑serve. You will guide multi‑discipline teams, shape strategies from assessment through implementation, and balance regulatory, operational, and business value in every initiative.

You will drive automation, AI, and Agentic Commerce solutions across front‑ and back‑office processes, working with clients to realize tangible improvements

Qualifications

• Minimum of 10 years of Strategy or Management consulting experience focused on helping organizations reimagine customer service, customer support, contact center operations, back‑office delivery or digital customer engagement.
• Minimum of 10 years of experience creating & implementing experience design, data‑driven insights, and analytics into service transformation.
• Minimum of 10 years experience leading assessment‑to‑strategy‑to‑implementation engagements and translating findings into actionable recommendations.
• Minimum of 5 years of experience serving utilities clients (electric, gas, or water) or in a utilities finance, controllership, or regulatory function.
• Bachelor's degree or equivalent (minimum 10 years' work experience). If Associate’s Degree, must have equivalent minimum 12-year work experience

Responsibilities

• Lead assessment‑to‑strategy‑to‑implementation engagements and translate findings into actionable recommendations.
• Engage client leaders & stakeholders, facilitate workshops, and drive implementation of strategic initiatives.
• Define and deploy roadmaps that improve customer, operational, and financial outcomes.
• Work across strategy, functional, and technology teams to deploy innovative and achievable recommendations.
• Collaborate with cross‑functional teams to deploy automation, AI, and Agentic AI solutions.

Skills

Strategy leadership

Management consulting

Analytics

Cross-functional leadership

AI / GenAI

Project management

Stakeholder management

Customer experience

Process redesign

Utilities industry

Education

Bachelor's degree or equivalent

Tools

Salesforce

Dynamics

Amazon Connect

Genesys

NICE

Job description

Accenture Song’s Utilities team seeks a seasoned leader to design, deploy, and measure customer service transformations that boost satisfaction and reduce cost‑to‑serve. You will guide multi‑discipline teams, shape strategies from assessment through implementation, and balance regulatory, operational, and business value in every initiative.

You will drive automation, AI, and Agentic Commerce solutions across front‑ and back‑office processes, working with clients to realize tangible improvements