Customer Growth Strategy Consultant | Utilities

Accenture•Milwaukee, NY

16h

About The Position

Accenture Song’s Utilities team helps electricity, gas, and water providers reinvent customer service to strengthen trust, improve operational efficiency and satisfaction, and respond to rising customer expectations, affordability pressures, regulatory requirements, outages, energy-transition programs, and demand for proactive digital engagement. The team develops customer-service strategies, operating models, transformation roadmaps, and business cases that combine human-centered design, data-driven insights, AI, and scalable technology platforms. The consultant helps clients assess current service performance, identify breakpoints and opportunities, define future-state visions, and develop and execute transformation roadmaps. The role spans strategy, functional, and technology teams and requires balancing customer expectations, regulatory considerations, operational realities, and business value. It covers customer service and support, contact centers, back-office operations, digital engagement, and relevant utility customer journeys, including billing, payments, collections, outages, move-in/move-out, field-service coordination, energy efficiency, rate changes, distributed energy resources, and clean-energy adoption. The consultant engages client leaders and stakeholders, facilitates workshops, synthesizes customer and operational insights, builds narratives, supports decision-making, and partners with clients to deploy and monitor initiatives. The role also explores automation, AI, Agentic AI, and Agentic Commerce across end-to-end utility customer processes and front- and back-office operations. Travel may range from 0% to 100%, depending on business need and client requirements.

Requirements

At least 4 years of strategy or management consulting experience focused on customer service, customer support, contact-center operations, back-office delivery, or digital customer engagement.
At least 4 years of experience incorporating experience design, data-driven insights, and analytics into service transformation to improve customer outcomes and reduce cost to serve.
At least 4 years of deep functional expertise in one or more relevant service domains, such as customer and field-service transformation; customer-experience design and journey management; operating-model and process redesign; workforce, forecasting, and service-model transformation; quality and performance management; technology-enablement strategy; KPI architecture and measurement; or vendor and ecosystem strategy.
Experience evaluating benchmarking data and competitive customer, operational, and financial insights to identify breakpoints, size opportunities, and shape recommendations across channels such as web, chat, email, and social.
Experience implementing customer-roadmap initiatives to improve operational performance, customer satisfaction, and cost to serve.
Demonstrated ability to conduct assessment-to-strategy-to-implementation engagements, translate findings into actionable recommendations, and lead strategic initiatives that create measurable impact.
Exposure to and understanding of applying AI and digital engagement capabilities—such as conversational AI, virtual agents, intelligent routing, and predictive tools—within service strategies.
At least 1 year of experience serving electric, gas, or water utility clients, or working in a utilities finance, controllership, or regulatory function.
Bachelor’s degree or equivalent, including at least 4 years of work experience; alternatively, an associate’s degree with at least 5 years of work experience.
U.S. work authorization that does not now or in the future require visa sponsorship.

Nice To Haves

Experience using cloud (SaaS) platforms to architect future-state service models, assess technology fit within enterprise ecosystems, and inform customer-experience transformation strategies.
Experience advising clients on customer-service technologies such as Salesforce, Dynamics, Amazon Connect, Genesys, or NICE and their role in omnichannel strategies and scalable operating models.
Experience with Customer Information Systems (CIS) or Enterprise Resource Planning (ERP) platforms and their role in the utilities value chain and customer-operations initiatives.
Hands-on experience with automation, AI, generative AI, and conversational design, and the ability to translate emerging capabilities into customer-experience roadmaps and future-state operating models.

Responsibilities

Assess current-state customer-service performance and identify and evaluate breakpoints.
Define future-state service visions, operating models, transformation roadmaps, and business cases.
Create and execute strategies and initiatives that improve customer, operational, and financial outcomes.
Apply experience design, data-driven insights, and analytics to service transformation.
Evaluate benchmarking data and competitive insights to identify opportunities and shape recommendations across service channels.
Engage client leaders and stakeholders, facilitate workshops, synthesize insights, and build compelling narratives.
Guide clients in making decisions about where and how to transform service, and support deployment and monitoring of initiatives.
Work across strategy, functional, and technical teams to develop achievable recommendations that balance customer, regulatory, operational, and business needs.
Advise on service transformation across utility customer journeys and front- and back-office processes.
Explore automation, AI, Agentic AI, and Agentic Commerce solutions for end-to-end utility customer processes.