Utilities Growth Strategy Consultant

Accenture PLC; Carmel (IN); Hybrid; USD 90,000 - 180,000; Full time

Job summary

Accenture Song’s Utilities team helps leading organizations reinvent service as a driver of customer trust, operational efficiency, and satisfaction. You will design, operate, and deploy future-state service visions that balance customer needs with business value, embracing AI, automation, and data-driven insights.

You are a management consultant with strong analytical skills who can lead workshops, engage stakeholders, and translate insights into actionable roadmaps across strategy, process,

Qualifications

• Minimum of 4 years of Strategy or Management consulting experience focused on helping organizations reimagine customer service.
• 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.
• Experience evaluating benchmarking data and competitive insights to identify breakpoints, size opportunities, and shape strategic recommendations across channels (web, chat, email, social).
• Exposure & understanding of applying AI and digital engagement capabilities to elevate customer interactions within broader service strategy frameworks.
• Minimum of 1 year of experience serving utilities clients (electric, gas, or water) or in a utilities finance, controllership, or regulatory function.
• Bachelor's degree or equivalent (minimum 4 years' work experience)

Responsibilities

• Define & deploy future-state visions and roadmaps for service transformation.
• Engage client leaders & stakeholders and facilitate workshops.
• Lead implementation of strategic initiatives that drive measurable customer, operational, or financial impact.
• Collaborate with cross-functional and technical teams to deploy tactics balancing customer expectations and regulatory considerations.

Skills

Strategy consulting

Management consulting

Analytical skills

Stakeholder engagement

Workshop facilitation

Education

Bachelor's degree

Tools

Salesforce

Dynamics

Amazon Connect

Genesys

NICE

Job description

Accenture Song’s Utilities team helps leading organizations reinvent service as a driver of customer trust, operational efficiency, and satisfaction. You will design, operate, and deploy future-state service visions that balance customer needs with business value, embracing AI, automation, and data-driven insights.

You are a management consultant with strong analytical skills who can lead workshops, engage stakeholders, and translate insights into actionable roadmaps across strategy, process,