Customer Growth Strategy Consultant | Utilities

About Accenture Accenture helps the world’s leading enterprises reinvent by building their digital core and unleashing the power of AI to create value at speed for organizations across industries. Our strategy is to be the reinvention partner of choice for our clients and lead in the safe, widespread adoption of AI, and to be the most client-focused, AI-enabled, great place to work in the world. We bring together the talent of our approximately 814,000 people with proprietary assets and platforms, deep process and industry expertise, and leading ecosystem relationships to deliver end-to-end solutions and measurable outcomes at scale. Through our Reinvention Services, we offer broad expertise across Cybersecurity, Digital Core, Finance, Industry and Enterprise, Song, Supply Chain and Engineering, and Talent, with advanced capabilities in AI and Data, Industry and Process, and Technology. We serve approximately 9,000 clients and generated approximately $74 billion in FY26 revenue. Visit us at accenture.com. This LinkedIn company page is moderated. When engaging with Accenture, we encourage everyone to: - Use common courtesy and be respectful of others. - Create your own original content and avoid content that you know to be fraudulent. - Never repost someone else's copyrighted work, unless you have permission. - Never post personal, identifying, or confidential information. We reserve the right to delete comments or posts we deem to be: - Profane, obscene, inappropriate, offensive, abusive material. - Spam, repeated comments and commercial messages and personal advertisements. - Discriminatory or that contain hateful speech of any kind regarding age, gender, race, religion, nationality, sexual orientation, gender identity or disability. - Threats; personal attacks; abusive, defamatory, derogatory, or inflammatory language; or stalking or harassment of any individual, entity or organization. - False, inaccurate, libelous, or otherwise misleading in any way.

Accenture

Management ConsultingSystems Integration and TechnologyBusiness Process Outsourcingand Application and Infrastructure Outsourcing

A

accenture.com

10,001+ employees

Business Consulting and Services

Dublin 2

Public Company

15.1M LinkedIn followers

Raised $5B

• Accenture Song’s Utilities team, a group of management consultants helping
• 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.
• Within Utilities, we work with electricity, gas & water providers to address
• rising customer expectations, affordability pressures, regulatory requirements,
• outage and emergency communications, energy transition programs, and the need
• for proactive, personalized, digital-first engagement. We help clients modernize
• customer care, improve satisfaction and trust, reduce cost to serve, and unlock
• new value through different service models, automation, analytics, and connected
• customer experiences.
• A Management Consultant who understands how exceptional service experiences are
• designed, operated, measured, and transformed. You bring a strategic yet
• tactical & deployment mindset, strong analytical skills, and practical
• experience helping organizations assess current-state service performance,
• identify & evaluate breakpoints, define & deploy future-state visions, and
• create & execute roadmaps that improve customer, operational, and financial
• outcomes.
• You are passionate about the Utilities industry and understand the critical
• moments that shape customer trust, including billing, payments, collections,
• outage management, move-in/move-out, field service coordination, energy
• efficiency, rate changes, distributed energy resources, and clean energy
• adoption. You understand these industry dynamics and work with cross-functional
• and technical teams to deploy tactics that balance customer expectations,
• regulatory considerations, operational realities, and business value.
• You are comfortable working across strategy, functional, and technology teams to
• shape and deploy recommendations that are both innovative and achievable. You
• have the consulting toolbelt and bring multi-faceted skills 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
• You are 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.
• Travel may be required for this role, varying from 0 to 100% depending on
• business need and client requirements.

Required

• 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 & 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

Preferred

• 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

• 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
• Accenture is a leading global professional services company that helps the
• world’s leading businesses, governments and other organizations build their
• digital core, optimize their operations, accelerate revenue growth and enhance
• citizen services—creating tangible value at speed and scale. We are a talent-
• and innovation-led company with approximately 791,000 people serving clients in
• more than 120 countries. Technology is at the core of change today, and we are
• one of the world’s leaders in helping drive that change, with strong ecosystem
• relationships. We combine our strength in technology and leadership in cloud,
• data and AI with unmatched industry experience, functional expertise and global
• delivery capability. Our broad range of services, solutions and assets across
• Strategy & Consulting, Technology, Operations, Industry X and Song, together
• with our culture of shared success and commitment to creating 360° value, enable
• us to help our clients reinvent and build trusted, lasting relationships. We
• measure our success by the 360° value we create for our clients, each other, our
• shareholders, partners and communities.
• Visit us at www.accenture.com [http://www.accenture.com/]
• We have an unwavering commitment to diversity with the aim that every one of our
• people has a full sense of belonging within our organization. As a business
• imperative, every person at Accenture has the responsibility to create and
• sustain an inclusive environment.