Customer Growth Strategy Consultant | Utilities

Role Overview

The role involves working with the Utilities team at Accenture to help clients reinvent service as a driver of customer trust, operational efficiency, and satisfaction. The team helps clients move beyond traditional cost-focused service models by defining future-ready customer service strategies, operating models, transformation roadmaps, and business cases that connect human-centered design, data-driven insights, AI, and scalable technology platforms.

What You Will Do

As a Customer Growth Strategy Consultant, you will work on creating and implementing experience design, data-driven insights, and analytics into service transformation to improve customer outcomes and reduce cost-to-serve. You will also evaluate benchmarking data and competitive insights to identify breakpoints, size opportunities, and shape strategic recommendations across channels.

Why It Might Be a Fit

The ideal candidate is a Management Consultant with a strategic yet tactical and deployment mindset, strong analytical skills, and practical experience helping organizations assess current-state service performance, identify and evaluate breakpoints, define and deploy future-state visions, and create and execute roadmaps that improve customer, operational, and financial outcomes.

Requirements

• Minimum of 4 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 4 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 4 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 conduct 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.
• Exposure & understanding of how applying AI and digital engagement capabilities to elevate customer interactions—such as conversational AI, virtual agents, intelligent routing, and predictive tools—within broader service strategy frameworks.
• Minimum of 1 year of experience serving utilities clients (electric, gas, or water) or in a utilities finance, controllership, or regulatory function.

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• Life insurance
• Long-term disability coverage
• 401(k) plan
• Bonus opportunities
• Paid holidays
• Paid time off

Tagged as: Data Analysis, Forecasting