Customer Growth Strategy Senior Manager - Utilities

We Are:

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.

You Are:

An experienced, senior leader 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 comfortable owning workstreams, managing teams, leading client stakeholders and driving initiatives from assessment through implementation.

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 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

You have led the definition of large-scale, complex transformations for clients, driving overall team deliverables while supervising and mentoring team members. You have developed thought leadership, assets, and offerings that present innovative insights, guidance, and recommendations on market-relevant topics. You have built strong relationships with multiple senior clients, serving as a trusted advisor for executive leadership. You have a history of developing & mentoring peers and junior team members.

You have experience originating sales (as guided by Managing Directors) from ideation through development of proposals and RFP oral presentations.

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.

Here's what you need:

• Minimum of 10 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 10 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 10 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 10 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
• Minimum of 10 years:
  • 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.
  • Demonstrated ability to manage project scope, workplans, deliverables, risks, dependencies, client expectations, and team performance in a consulting or transformation environment.
• Minimum 2 years 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 5 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 10 years' work experience). If Associate’s Degree, must have equivalent minimum 12-year work experience

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:

U.S. Employee Benefits | Accenture

Role Location Annual Salary Range
California $132,500 to $338,300
Colorado $132,500 to $292,200
Connecticut $132,500 to $292,200
District of Columbia $141,100 to $311,200
Illinois $122,700 to $292,200
Maine $112,900 to $249,000
Maryland $132,500 to $292,200
Massachusetts $132,500 to $311,200
Minnesota $132,500 to $292,200
New York $122,700 to $338,300
New Jersey $141,100 to $338,300
Ohio $122,700 to $270,600
Virginia $122,700 to $311,200
Washington $141,100 to $311,200

About Accenture

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 atwww.accenture.com

What We Believe 

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. 

Inclusion and diversity are fundamental to our culture and core values. Our rich diversity makes us more innovative and more creative, which helps us better serve our clients and our communities. Read more here 

Requesting An Accommodation 

Accenture is committed to providing equal employment opportunities for persons with disabilities or religious observances, including reasonable accommodation when needed. If you are hired by Accenture and require accommodation to perform the essential functions of your role, you will be asked to participate in our reasonable accommodation process. Accommodations made to facilitate the recruiting process are not a guarantee of future or continued accommodations once hired.

If you would like to be considered for employment opportunities with Accenture and have accommodation needs such as for a disability or religious observance, please call us toll free at 1 (877) 889-9009 or send us an email or speak with your recruiter.

Equal Employment Opportunity Statement 

We believe that no one should be discriminated against because of their differences. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, military veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by applicable law. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities.

For details, view a copy of the  Accenture Equal Opportunity Statement

Accenture is an EEO and Affirmative Action Employer of Veterans/Individuals with Disabilities.

Accenture is committed to providing veteran employment opportunities to our service men and women.

Other Employment Statements 

Applicants for employment in the US must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the United States.

Candidates who are currently employed by a client of Accenture or an affiliated Accenture business may not be eligible for consideration.

Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process. Further, at Accenture a criminal conviction history is not an absolute bar to employment. 

The Company will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. Additionally, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the Company's legal duty to furnish information.

California requires additional notifications for applicants and employees. If you are a California resident, live in or plan to work from Los Angeles County upon being hired for this position, please click here for additional important information.

Please read Accenture’s Recruiting and Hiring Statement for more information on how we process your data during the Recruiting and Hiring process.