Customer Growth Strategy Consultant | Utilities

Accenture•Milwaukee, NY

1d•Hybrid

About The Position

Accenture Song’s Utilities team consists of management consultants dedicated to assisting leading organizations in transforming service into a key driver of customer trust, operational efficiency, and satisfaction. We guide clients beyond traditional cost-focused service models by developing future-ready customer service strategies, operating models, transformation roadmaps, and business cases that integrate human-centered design, data-driven insights, AI, and scalable technology platforms. Within the Utilities sector, we collaborate with electricity, gas, and water providers to address evolving customer expectations, affordability challenges, regulatory mandates, outage and emergency communications, energy transition programs, and the increasing demand for proactive, personalized, digital-first engagement. Our objective is to help clients modernize customer care, enhance satisfaction and trust, reduce the cost to serve, and uncover new value through innovative service models, automation, analytics, and connected customer experiences.

Requirements

Minimum of 3 years of Strategy or Management consulting experience focused on helping organizations reimagine customer service, customer support, contact center operations, back-office delivery (billing, payments, credit & collections) or digital customer engagement.
Minimum of 1 year 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 1 year of deep functional expertise across one or more key customer service domains: Customer & field service transformation (front- and/or back-office focused on the customer), Customer experience design and journey management, Operating model and process redesign, Workforce, forecasting, and service model transformation, Quality and performance management frameworks, Technology enablement strategy (e.g. IVR, digital platforms, routing, analytics), KPI architecture, insights, and measurement strategy, Vendor and ecosystem strategy for service delivery.
Experience evaluating benchmarking data and competitive insights (customer, operational, and financial) to identify breakpoints, size opportunities, and shape strategic recommendations across channels (web, chat, email, social).
Experience implementing distinct service initiatives within a Customer roadmap to uplift operational performance, enhance customer satisfaction and reduce cost to serve.
Demonstrated ability to conduct assessment‑to‑strategy-to-implementation engagements, translate findings into actionable recommendations, and lead implementation of strategic initiatives that drive measurable customer, operational, or financial impact.
Exposure & understanding of how applying AI and digital engagement capabilities to elevate customer interactions—such as conversational AI, virtual agents, intelligent routing, and predictive tools—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 12 years' work experience). If Associate’s Degree, must have equivalent minimum 6-year work experience.

Nice To Haves

Past experience leveraging Cloud (SaaS) platforms to architect future‑state service models, assess technology fit within enterprise ecosystems, and inform CX transformation strategies.
Past experience advising clients on customer service technologies (e.g., Salesforce, Dynamics, Amazon Connect, Genesys, NICE) and how these platforms enable omnichannel service strategies and scalable operating models.
Past experience working with Customer Information Systems (CIS) or Enterprise Resource Planning (ERP) platforms to understand how these systems contribute to the Utilities value chain and where they play a role within the development and deployment of initiatives across Customer operations.
Hands‑on experience with automation, AI, GenAI, and conversational design, with the ability to translate emerging capabilities into strategic customer experience roadmaps and future‑state operating models.

Responsibilities

Assess current-state service performance, identify and evaluate breakpoints, define and deploy future-state visions, and create and execute roadmaps that improve customer, operational, and financial outcomes.
Understand industry dynamics and work with cross-functional and technical teams to deploy tactics that balance customer expectations, regulatory considerations, operational realities, and business value.
Engage client leaders & stakeholders, facilitate workshops, synthesize customer and operational insights, build compelling narratives, guide clients into making confident decisions on where and how to transform service, and partner with clients to deploy & monitor various initiatives.
Ideate & deploy automation, AI, Agentic AI and Agentic Commerce solutions to reinvent the end-to-end Utilities Customer processes, across channels and across the front- and back-office.