Customer Growth Strategy Manager | Utilities

Accenture•Atlanta, GA

2d•$80,400 - $293,800

About The Position

Accenture Song’s Utilities team is seeking an experienced leader to help utilities organizations transform customer service into a driver of trust, operational efficiency, and satisfaction. The role supports electricity, gas, and water providers as they respond to changing customer expectations, affordability pressures, regulatory requirements, outage and emergency communications, energy-transition programs, and the need for proactive, personalized, digital-first engagement. The work includes developing customer-service strategies, operating models, transformation roadmaps, and business cases that combine human-centered design, data-driven insights, AI, and scalable technology platforms. The manager leads client work from assessment through implementation, evaluating service performance and identifying opportunities to improve customer, operational, and financial outcomes. The role requires strategic and tactical delivery, strong analysis, project and team leadership, and the ability to engage client leaders, facilitate workshops, synthesize insights, develop recommendations, and guide decisions. The position also involves working across strategy, functional, and technology teams to design and deploy feasible service initiatives, including automation, AI, Agentic AI, and Agentic Commerce across customer-facing channels and front- and back-office processes. Travel may range from 0 to 100%, depending on business needs and client requirements.

Requirements

At least 6 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 5 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 5 years of experience leading assessment-to-strategy-to-implementation engagements, translating findings into actionable recommendations, and leading initiatives with measurable customer, operational, or financial impact.
At least 5 years of deep functional expertise in one or more of the following: 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, insights, and measurement strategy; or vendor and ecosystem strategy for service delivery.
Experience evaluating benchmarking data and competitive insights to identify breakpoints, size opportunities, and develop strategic recommendations across channels such as web, chat, email, and social.
Experience implementing customer-roadmap service initiatives 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 ability to translate emerging capabilities into customer-experience roadmaps and future-state operating models.
At least 2 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 at least 7 years of work experience; alternatively, an associate degree with at least 9 years of work experience.
For U.S. applicants, work authorization that does not now or in the future require visa sponsorship.

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 these platforms enable omnichannel service strategies and scalable operating models.
Experience working with Customer Information Systems (CIS) or Enterprise Resource Planning (ERP) platforms and understanding 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 operational breakpoints and opportunities.
Define future-state customer-service visions, operating models, transformation roadmaps, and business cases.
Lead assessment-to-strategy-to-implementation engagements and translate findings into actionable recommendations.
Develop and implement service initiatives that improve customer outcomes, operational performance, satisfaction, and cost to serve.
Lead cross-functional teams spanning strategy, functional, and technology disciplines.
Manage project scope, workplans, deliverables, risks, dependencies, client expectations, and team performance.
Engage client leaders and stakeholders, facilitate workshops, and synthesize customer and operational insights.
Develop compelling narratives and help clients make informed transformation decisions.
Partner with clients to deploy and monitor initiatives.
Apply benchmarking data and competitive insights to identify breakpoints, size opportunities, and shape recommendations across web, chat, email, and social channels.
Use experience design, data-driven insights, analytics, and technology to transform customer service.
Develop strategies and operating models that apply automation, AI, GenAI, conversational design, Agentic AI, and Agentic Commerce to utility customer processes across channels and front- and back-office operations.
Address utility customer-service needs across areas 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.
Travel as required by business needs and client requirements, potentially from 0 to 100%.