Utilities Growth and Experience Strategy Consultant

Accenture PLC; Scottsdale (AZ); On-site; USD 70,000 - 206,000; Full time

Job summary

Accenture Song is seeking a Management Consultant for the Utilities practice to design, operate, and transform end-to-end service experiences. You will apply strategic and deployment thinking, coupled with data-driven insights, to enhance customer trust and reduce cost-to-serve.

You will work across strategy, functional, and technology teams, shaping recommendations and leading cross-functional implementation with utilities clients. Travel may be required based on client needs.

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: customer & field service transformation, journey management, operating model redesign, workforce and service model transformation, quality and performance management.

Responsibilities

• Assess current-state service performance and identify breakpoints for improvement.
• Define future-state visions and create roadmaps to transform customer operations.
• Lead implementation of strategic initiatives across customer, operational, or financial outcomes.
• Engage client leaders, facilitate workshops, and synthesize insights to drive decisions.

Skills

Analytical skills

Stakeholder engagement

Workshop facilitation

Strategic consulting

Education

Bachelor's degree or equivalent

Tools

Salesforce

Dynamics 365

Genesys

Amazon Connect

Job description

Accenture Song is seeking a Management Consultant for the Utilities practice to design, operate, and transform end-to-end service experiences. You will apply strategic and deployment thinking, coupled with data-driven insights, to enhance customer trust and reduce cost-to-serve.

You will work across strategy, functional, and technology teams, shaping recommendations and leading cross-functional implementation with utilities clients. Travel may be required based on client needs.