Customer Growth Strategy Consultant | Utilities

Customer Growth Strategy Consultant | Utilities Travel may be required for this role, varying from 0 to 100% depending on business need and client requirements. Here's what you need: • 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. Including: • 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. • Bachelor's degree or equivalent (minimum 4 years' work experience). If Associate’s Degree, must have equivalent minimum 5-year work experience Bonus points if: • You have past experience leveraging Cloud (SaaS) platforms to architect future‑state service models, assess technology fit within enterprise ecosystems, and inform CX transformation strategies. • You have 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. • You have 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 • You have 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. Compensation at Accenture varies depending on a wide array of factors, which may include but are not limited to the specific office location, role, skill set, and level of experience. As required by local law, Accenture provides a reasonable range of compensation for roles that may be hired as set forth below. We anticipate this job posting will be posted until 11/27/2026. Accenture offers a market competitive suite of benefits including medical, dental, vision, life, and long-term disability coverage, a 401(k) plan, bonus opportunities, paid holidays, and paid time off. See more information on our benefits here: Role Location Annual Salary Range California $70,350 to $205,800 Colorado $63,800 to $177,800 Connecticut $63,800 to $177,800 District of Columbia $68,000 to $189,300 Illinois $59,100 to $177,800 Maine $54,400 to $151,400 Maryland $63,800 to $177,800 Massachusetts $63,800 to $189,300 Minnesota $63,800 to $177,800 New York $66,300 to $205,800 New Jersey $68,000 to $205,800 Ohio $59,100 to $164,600 Virginia $59,100 to $189,300 Washington $80,200 to $189,300