Customer Growth Strategy Manager | Utilities

Accenture•Atlanta, GA

About The Position

Accenture Song’s Utilities team helps electricity, gas, and water providers reinvent customer service through customer-centered strategies, operating models, transformation roadmaps, and business cases. The team addresses customer expectations, affordability pressures, regulation, outage and emergency communications, energy transition programs, and proactive digital engagement. Its work aims to modernize customer care, improve satisfaction and trust, reduce cost to serve, and create value through service models, automation, analytics, and connected customer experiences. The Customer Growth Strategy Manager is an experienced consulting leader who assesses service performance, identifies breakpoints, defines future-state visions, and develops and executes transformation roadmaps. The role owns workstreams, manages teams, leads client stakeholders, and guides initiatives from assessment through implementation. It calls for expertise across utility customer-service moments and service domains, with the ability to balance customer expectations, regulation, operational realities, and business value. 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 decisions; 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 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 incorporating experience design, data-driven insights, and analytics into 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 recommendations, and leading strategic initiatives with measurable impact.
At least 5 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.
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 customer-roadmap 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 utility clients (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.
Applicants for US employment must have 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 CX transformation strategies.
Experience advising clients on customer service technologies such as Salesforce, Dynamics, Amazon Connect, Genesys, or NICE, and their use in 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 breakpoints.
Define and deploy future-state service visions and create and execute transformation roadmaps.
Own workstreams, manage teams, lead client stakeholders, and drive initiatives from assessment through implementation.
Lead assessment-to-strategy-to-implementation engagements and translate findings into actionable recommendations.
Design and implement initiatives that improve customer, operational, and financial outcomes, including satisfaction and cost to serve.
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 decisions about service transformation and partner with them to deploy and monitor initiatives.
Use benchmarking data and competitive insights to identify breakpoints, size opportunities, and shape recommendations across service channels.
Apply automation, AI, Agentic AI, Agentic Commerce, and conversational design to transform utility customer processes across channels and front- and back-office operations.
Manage project scope, workplans, deliverables, risks, dependencies, client expectations, and team performance.
Travel as needed based on business needs and client requirements, potentially from 0 to 100%.