Customer Growth Strategy Senior Manager | Utilities

Accenture•Milwaukee, NY

18h

About The Position

Accenture Song’s Utilities team advises electricity, gas, and water providers on transforming customer service to strengthen trust, improve operational efficiency and satisfaction, and create new value. The team develops customer service strategies, operating models, transformation roadmaps, and business cases that integrate human-centered design, data-driven insights, AI, and scalable technology platforms. Its work addresses rising customer expectations, affordability pressures, regulatory requirements, outages and emergencies, energy transition programs, and the need for proactive, personalized, digital-first engagement. The Senior Manager is an experienced consulting leader who guides clients from assessment through strategy, implementation, and monitoring. The role assesses service performance, identifies breakpoints and opportunities, defines future-state visions, and develops and executes roadmaps that improve customer, operational, and financial outcomes. It leads workstreams and teams, manages client stakeholders, oversees complex transformation deliverables, and advises senior client leaders. The position also contributes thought leadership, assets, and offerings; mentors colleagues; and supports sales origination, proposal development, and RFP presentations under Managing Director guidance. The role applies emerging automation, AI, generative AI, agentic AI, and agentic commerce to reinvent end-to-end utility customer processes across channels and front- and back-office operations. Travel may range from 0% to 100%, depending on business and client needs.

Requirements

At least 10 years of strategy or management consulting experience focused on customer service, customer support, contact center operations, customer-focused back-office delivery, or digital customer engagement.
At least 10 years 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 leading assessment-to-strategy-to-implementation engagements and implementing initiatives with measurable customer, operational, or financial impact.
At least 10 years of deep functional expertise in one or more customer service domains, including 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 to identify breakpoints, size opportunities, and shape strategic 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, generative AI, and conversational design, and ability to translate emerging capabilities into customer experience roadmaps and future-state operating models.
At least 5 years serving electric, gas, or water utility clients, or working in a utilities finance, controllership, or regulatory function.
Bachelor’s degree or equivalent with at least 10 years of work experience; alternatively, an associate degree with at least 12 years of work experience.

Responsibilities

Assess current-state customer service performance, identify breakpoints, and define future-state service strategies and operating models.
Create and execute transformation roadmaps that improve customer, operational, and financial outcomes.
Lead engagements from assessment through strategy and implementation, translating findings into actionable recommendations and measurable initiatives.
Manage project scope, workplans, deliverables, risks, dependencies, client expectations, and team performance.
Lead workstreams, client stakeholders, and cross-functional or technical teams; facilitate workshops and synthesize customer and operational insights into compelling narratives and recommendations.
Advise clients on customer service domains such as customer and field service, journey management, operating model and process redesign, workforce and service models, quality and performance management, technology enablement, KPI measurement, and service delivery ecosystems.
Evaluate benchmarking, competitive, customer, operational, and financial data to identify breakpoints, size opportunities, and shape recommendations across service channels.
Implement service initiatives that improve operational performance and customer satisfaction while reducing cost to serve.
Develop thought leadership, assets, and offerings on relevant market topics.
Build senior client relationships and serve as a trusted advisor to executive leadership.
Develop and mentor peers and junior team members.
Originate sales with Managing Director guidance, including developing proposals and presenting in RFP oral presentations.
Apply automation, AI, generative AI, conversational design, agentic AI, and agentic commerce to customer experience roadmaps and future-state operating models.
Travel as needed, potentially ranging from 0% to 100% based on business and client requirements.