Customer Growth Strategy Senior Manager | Utilities

Role Overview

The role involves leading a team of management consultants to help organizations reinvent customer service and improve operational efficiency. The team works with electricity, gas & water providers to address rising customer expectations, affordability pressures, and regulatory requirements. The Senior Manager will be responsible for defining future-ready customer service strategies, operating models, and transformation roadmaps.

What You Will Do

The Senior Manager will lead assessment-to-strategy-to-implementation engagements, translate findings into actionable recommendations, and drive measurable customer, operational, or financial impact. They will have hands-on experience with AI, GenAI, and conversational design, and the ability to translate emerging capabilities into strategic customer experience roadmaps.

Why It Might Be a Fit

The ideal candidate will have a minimum of 10 years of strategy or management consulting experience, with a strong understanding of customer service, customer support, and contact center operations. They will have experience leading teams, managing projects, and driving initiatives from assessment through implementation.

Requirements

• Minimum of 10 years of Strategy or Management consulting experience
• Minimum of 10 years of experience creating & implementing experience design, data-driven insights, and analytics into service transformation
• Minimum of 10 years of experience leading assessment-to-strategy-to-implementation engagements
• Minimum of 10 years of deep functional expertise across one or more key customer service domains
• Minimum of 5 years of experience serving utilities clients (electric, gas, or water) or in a utilities finance, controllership, or regulatory function

Benefits

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

Tagged as: Data Analysis