Utilities CX Growth & AI Transformation Lead

Accenture PLC; Scottsdale (AZ); On-site; USD 120,000 - 300,000; Full time

Benefits offered by this job

Medical benefits

401(k) plan

Paid holidays

Paid time off

Job summary

Accenture Song’s Utilities team seeks a seasoned leader to design, operate, and transform end-to-end customer service strategies. You will lead cross‑functional teams, assess current performance, and develop future-state roadmaps that improve customer trust, operational efficiency, and financial outcomes.

You will leverage data-driven insights, AI capabilities, and industry expertise to deliver scalable operating models across channels and back-office functions.

Qualifications

• Minimum of 10 years of Strategy or Management consulting experience focused on helping organizations reimagine customer service and digital 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 delivering measurable impact.
• Minimum of 10 years of deep functional expertise across customer service domains (customer & field service transformation, journey management, operating model redesign, workforce and service model transformation).
• Hands-on experience with AI, GenAI, and conversational design.

Responsibilities

• Lead assessment-to-strategy-to-implementation engagements and translate findings into actionable recommendations.
• Guide clients in deploying and monitoring strategic initiatives to uplift customer experience and reduce cost to serve.
• Facilitate workshops, engage stakeholders, and drive roadmaps that balance customer value with regulatory and operational realities.

Skills

Strategy consulting

Leadership

Project management

Analytics

Cross-functional leadership

Client stakeholder management

AI/GenAI familiarity

Utilities experience

Communication

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, operate, and transform end-to-end customer service strategies. You will lead cross‑functional teams, assess current performance, and develop future-state roadmaps that improve customer trust, operational efficiency, and financial outcomes.

You will leverage data-driven insights, AI capabilities, and industry expertise to deliver scalable operating models across channels and back-office functions.