Customer Growth Strategy Manager | Utilities

Accenture•Milwaukee, NY

18h

About The Position

Accenture Song’s Utilities team is a management consulting group that helps electricity, gas, and water providers reinvent customer service to build trust, improve operational efficiency and satisfaction, and create new value. 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. Its work addresses rising customer expectations, affordability pressures, regulatory requirements, outage and emergency communications, energy transition programs, and the need for proactive, personalized, digital-first engagement. The Customer Growth Strategy Manager is an experienced consulting leader who assesses service performance, identifies breakpoints and opportunities, defines future-state visions, and creates and executes transformation roadmaps. The role owns workstreams, manages teams, leads client stakeholders, and guides engagements from assessment through implementation. It requires utilities industry knowledge and the ability to balance customer expectations, regulatory considerations, operational realities, and business value across customer-service moments such as billing, payments, collections, outage management, move-in/move-out, field service coordination, energy efficiency, rate changes, distributed energy resources, and clean energy adoption. The manager leads cross-functional strategy, functional, and technology teams; engages client leaders; facilitates workshops; synthesizes customer and operational insights; builds compelling narratives; supports client decision-making; and partners with clients to deploy and monitor initiatives. The role also explores automation, AI, Agentic AI, and Agentic Commerce to reinvent end-to-end utility customer processes across channels and front- and back-office operations. Travel may be required from 0% to 100%, depending on business need and client requirements.

Requirements

At least 10 years of strategy or management consulting experience focused on reimagining customer service, customer support, contact center operations, back-office delivery, or digital customer engagement.
At least 10 years of experience creating and implementing experience design, data-driven insights, and analytics in service transformation to improve customer outcomes and reduce cost to serve.
At least 10 years of experience leading assessment-to-strategy-to-implementation engagements and leading strategic initiatives with measurable customer, operational, or financial impact.
At least 10 years of deep functional expertise in one or more customer-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 for service delivery.
Experience evaluating benchmarking data and competitive insights across customer, operational, and financial dimensions to identify breakpoints, size opportunities, and shape recommendations across channels such as web, chat, email, and social.
Experience implementing service initiatives within a customer roadmap to improve operational performance and customer satisfaction and reduce cost to serve.
Demonstrated ability to manage project scope, workplans, deliverables, risks, dependencies, client expectations, and team performance in a consulting or transformation environment.
Hands-on experience with AI, GenAI, and conversational design, and the ability to translate emerging capabilities into customer experience roadmaps and future-state operating models.
At least 5 years of experience serving utilities clients in electric, gas, or water, or working in a utilities finance, controllership, or regulatory function.
Bachelor’s degree or equivalent, with a minimum of 10 years of work experience; candidates with an associate’s degree must have at least 12 years of work experience.

Nice To Haves

Experience leveraging 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 how they enable omnichannel service 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, GenAI, and conversational design, translating emerging capabilities into customer experience roadmaps and future-state operating models.

Responsibilities

Assess current-state customer service performance and identify and evaluate service breakpoints.
Define future-state service visions and develop and execute transformation roadmaps that improve customer, operational, and financial outcomes.
Lead assessment-to-strategy-to-implementation engagements and translate findings into actionable recommendations.
Own workstreams, manage teams, and lead client stakeholders throughout consulting and transformation initiatives.
Manage project scope, workplans, deliverables, risks, dependencies, client expectations, and team performance.
Lead cross-functional teams across strategy, functional, and technology disciplines to develop and deploy practical recommendations.
Engage client leaders and stakeholders, facilitate workshops, synthesize customer and operational insights, and build compelling narratives.
Guide clients in making decisions about where and how to transform service, and partner with them to deploy and monitor initiatives.
Apply utilities industry knowledge to customer-service needs, including billing, payments, collections, outages, move-in/move-out, field service, energy efficiency, rate changes, distributed energy resources, and clean energy adoption.
Use automation, AI, Agentic AI, and Agentic Commerce to develop approaches for transforming end-to-end utility customer processes across channels and front- and back-office operations.