Customer Growth Strategy Manager | Utilities

Role Overview

Accenture Song’s Utilities team helps leading organizations reinvent service as a driver of customer trust, operational efficiency, and satisfaction. We help 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 Manager, you will lead cross-functional teams to shape and deploy recommendations that are both innovative and achievable. You will have the full consulting toolbelt and bring project management and industry expertise to the workplace, including the abilities to 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.

Why It Might Be a Fit

You will be energized by the opportunity to ideate & 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.

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 5 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 5 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 5 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
• 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.
• 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 2 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