Customer Growth Strategy Manager | Utilities

Accenture•Kirkland, WA

1d•$80,400 - $293,800•Hybrid

About The Position

Accenture Song’s Utilities team is seeking management consultants to help leading organizations reinvent service as a driver of customer trust, operational efficiency, and satisfaction. We assist clients in moving beyond traditional cost-focused service models by defining 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 need for proactive, personalized, digital-first engagement. Our goal is to help clients modernize customer care, enhance satisfaction and trust, reduce the cost to serve, and unlock new value through innovative service models, automation, analytics, and connected customer experiences. The ideal candidate is an experienced leader with a strategic and tactical mindset, strong analytical skills, and practical experience in assessing current-state service performance, identifying breakpoints, defining future-state visions, and executing roadmaps for improved customer, operational, and financial outcomes. This role requires the ability to own workstreams, manage teams, lead client stakeholders, and drive initiatives from assessment through implementation. A passion for the Utilities industry and an understanding of critical customer trust moments (billing, payments, collections, outage management, etc.) are essential. The role involves working with cross-functional and technical teams to deploy tactics that balance customer expectations, regulatory considerations, operational realities, and business value. Collaboration with strategy, functional, and technology teams is key to shaping and deploying innovative yet achievable recommendations. The role requires strong consulting skills, including project management, industry expertise, client engagement, workshop facilitation, insight synthesis, narrative building, decision guidance, and initiative deployment/monitoring. The position also offers the opportunity to ideate and deploy automation, AI, Agentic AI, and Agentic Commerce solutions to reinvent end-to-end Utilities Customer processes across channels and the front- and back-office. Travel may be required, ranging from 0 to 100% based on business and client needs.

Requirements

Minimum of 6 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 3 years 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 2 years experience leading 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.
Minimum of 3 years 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 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, with the ability to translate emerging capabilities into strategic customer experience roadmaps and future‑state operating models.
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, and define and deploy future-state visions.
Create and execute roadmaps that improve customer, operational, and financial outcomes.
Own workstreams, manage teams, and lead client stakeholders and drive initiatives from assessment through implementation.
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.
Lead cross-functional teams across strategy, functional, and technology teams to shape and deploy recommendations.
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 and 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.