Customer Growth Strategy Consultant | Utilities
accentureHouston, TX
Customer Growth Strategy Consultant | Utilities
Industries
Administrative Management and General Management Consulting ServicesOther Management Consulting ServicesOther Scientific and Technical Consulting ServicesAbout the role
Overview:
In this role you help utilities clients reinvent customer service through strategy, operating models, and roadmaps that combine human-centered design, data insights, and scalable tech. You will work with cross-functional teams to improve customer, operational, and financial outcomes, using AI, automation, and digital engagement to transform end-to-end customer processes. You’ll translate findings into actionable roadmaps and guide implementation with clients, while balancing regulatory needs and business value. This role offers travel up to 100% and exposure to cutting-edge CX capabilities in a dynamic, client-facing environment. Compensation / Benefits medical, dental, vision life insurance long-term disability 401(k) plan bonus opportunities paid holidays and PTO
Responsibilities:
Assess current-state service performance and identify breakpoints across channels Define and deploy future-state visions and roadmaps to uplift customer outcomes and reduce cost-to-serve Engage client leaders, facilitate workshops, and synthesize insights to build compelling narratives for transformation Guide clients in decision-making and partner to deploy and monitor initiatives across front- and back-office Ideate and implement automation, AI, Agentic AI, and Agentic Commerce solutions across customer processes Collaborate with strategy, functional, and technology teams to deliver innovative yet achievable recommendations Support multi-channel (web, chat, email, social) service initiatives and measure impact on KPIs Travel as required based on client needs and project scope
Key requirements:
Minimum 4 years in Strategy or Management consulting focused on reimagining customer service, support, contact centers, or digital engagement Experience translating insights into actionable recommendations and leading implementation that improves customer, operational, or financial results Deep functional expertise in customer service domains (e.g., field service transformation, journey management, operating model redesign, workforce transformation, quality/performance frameworks, technology enablement) Experience benchmarking and deriving opportunities across channels to shape strategic recommendations Exposure to AI/digital engagement capabilities within service strategy frameworks At least 1 year of experience serving utilities clients or related regulatory/financing functions Bachelor’s degree or equivalent work experience Stakeholder engagement and presentation Workshop facilitation Strong written and verbal storytelling AI and GenAI concepts Conversational design and virtual agents Intelligent routing and predictive tools
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JOB OVERVIEW
Experience level
Manager
Location
Houston, TX
Occupation
Management Analysts
Industry
Administrative Management and General Management Consulting Services
Posted
today
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