Utilities CX & Growth Strategy Consultant

Accenture PLC; Hartford (CT); On-site; USD 64,000 - 178,000; Full time

Job summary

Accenture Song’s Utilities team, a group of management consultants helping clients reinvent service as a driver of trust, efficiency, and satisfaction, seeks a seasoned consultant in Hartford, CT. You will shape future-state service strategies, design operating models, and drive roadmaps across customer care, billing, and digital channels.

You will collaborate with cross-functional teams, assess current performance, and deploy initiatives to uplift customer outcomes while reducing cost-to-serve.

Qualifications

• Minimum of 4 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 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 of 4 years of deep functional expertise across one or more key customer service domains.
• Exposure & understanding of how applying AI and digital engagement capabilities to elevate customer interactions within broader service strategy frameworks.

Responsibilities

• Assess current-state service performance and identify breakpoints.
• Define & deploy future-state visions and roadmaps.
• Lead implementation of strategic initiatives that drive measurable outcomes.
• Engage client leaders & stakeholders and facilitate workshops.

Skills

Strategy consulting

Customer service transformation

Analytics & data insights

AI & digital engagement

Workshop facilitation

Education

Bachelor's degree or equivalent

Tools

Salesforce

Dynamics

Amazon Connect

Genesys

NICE

Job description

Accenture Song’s Utilities team, a group of management consultants helping clients reinvent service as a driver of trust, efficiency, and satisfaction, seeks a seasoned consultant in Hartford, CT. You will shape future-state service strategies, design operating models, and drive roadmaps across customer care, billing, and digital channels.

You will collaborate with cross-functional teams, assess current performance, and deploy initiatives to uplift customer outcomes while reducing cost-to-serve.