Customer Growth Strategy Manager | Utilities
accentureMorristown (NJ)
Customer Growth Strategy Manager | Utilities
Posted today
accentureMorristown (NJ)
SENIORITY
Manager
About the role
Overview:
In this role you will lead and shape end-to-end customer-service transformations for utilities clients. You will assess current performance, design future-state operating models, and drive roadmaps from strategy to implementation. You’ll manage cross-functional teams, engage senior stakeholders, and apply AI, automation, and analytics to improve customer outcomes and reduce cost to serve. Travel may be required as you partner with clients to deploy initiatives and monitor impact. This is a chance to influence how utilities deliver digital-first, customer-centric service at scale. Compensation / Benefits medical dental vision life long-term disability 401(k) plan? (bonus opportunities)
Responsibilities:
Assess current-state service performance and identify breakpoints Define future-state visions and develop implementation roadmaps Lead assessment-to-implementation engagements and translate findings into actionable recommendations Manage workstreams, teams, and client stakeholders Facilitate workshops and synthesize customer and operational insights Build narratives and guide clients in transforming service delivery Drive automation, AI, and Agentic solutions across front- and back-office Collaborate with cross-functional and technical teams to deploy initiatives Monitor and measure outcomes across customer, operational, and financial metrics Travel as required (0–100%)
Key requirements:
10+ years in strategy or management consulting focused on reimagining customer service and related operations Experience translating data-driven insights into service transformations with measurable impact Proven ability to lead end-to-end engagements from assessment to implementation Deep functional expertise in customer service domains such as field/service transformation, journey management, operating models, workforce transformation, and KPI/measurement frameworks Hands-on experience with AI, GenAI, and conversational design Minimum 5 years serving utilities clients or in utilities finance/regulatory roles Bachelor’s degree or equivalent (or 12 years if Associate degree) Experience with evaluating benchmarking data and shaping strategic recommendations across channels Experience with technology enablement strategies (IVR, digital platforms, routing, analytics) Stakeholder engagement Facilitation and workshop leadership Cross-functional collaboration AI, GenAI, and conversational design Analytics and data-driven insights Operating model design and process redesign
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