Utilities Customer Growth & Transformation Lead

Accenture PLC; New York (NY); On-site; USD 66,000 - 206,000; Full time

Job summary

Accenture Song’s Utilities team seeks a Management Consultant who designs, operates, and transforms exceptional service experiences. You will work across strategy, functional, and technology teams to drive customer trust, improve operational efficiency, and reduce cost‑to‑serve in the utilities sector.

You bring a strategic yet practical deployment mindset, with strong analytics, workshops, and stakeholder facilitation skills, and you will help shape roadmaps that balance customer needs with

Qualifications

• 4+ years of Strategy or Management consulting experience focused on reimagining customer service, including service design, analytics, and digital engagement.
• Experience translating assessment findings into actionable strategy and leading implementation of strategic initiatives.
• Exposure to AI and digital engagement capabilities (conversational AI, virtual agents, intelligent routing) in service strategy.

Responsibilities

• Conduct assessment‑to‑strategy‑to‑implementation engagements and translate findings into actionable recommendations.
• Lead implementation of strategic initiatives driving measurable customer, operational, or financial impact.
• Shape and deploy recommendations across strategy, function, and technology teams to transform service in utilities.

Skills

Strategy consulting

Analytics

Workshop facilitation

Cross-functional collaboration

Utilities industry knowledge

Education

Bachelor's degree or equivalent

Tools

Salesforce

Dynamics

Genesys

Job description

Accenture Song’s Utilities team seeks a Management Consultant who designs, operates, and transforms exceptional service experiences. You will work across strategy, functional, and technology teams to drive customer trust, improve operational efficiency, and reduce cost‑to‑serve in the utilities sector.

You bring a strategic yet practical deployment mindset, with strong analytics, workshops, and stakeholder facilitation skills, and you will help shape roadmaps that balance customer needs with