Consulting Manager - Utilities Customer Experience and Transformation

Job summary

Lead and advise clients on customer transformation, digital strategy, and operational improvements within the utilities sector. Build and maintain senior-level client relationships while mentoring team members to deliver complex energy transition and demand-side management programs.

Job details

We Are: Accenture’s Utilities Industry and Enterprise group is seeking a Management Consultant Manager, Utilities, to help shape the next chapter of our Utilities Customer practice in Canada. This role supports gas and electric utilities across Quebec, Ontario and Western Canada, working at the intersection of customer operations, meter-to-cash, customer demand-side programs (DSM), energy transition, and digital innovation. Our Utilities Customer practice is a dedicated industry team with established client relationships and access to Accenture’s North American utilities portfolio, drawing on precedent and delivery assets from programs at a scale few individual markets produce. You Are: As a trusted advisor, you will help clients navigate the shifting energy landscape, from evolving customer expectations to the growing importance of decarbonization, electrification, and demand-side management programs. You’ll play a leading role in designing and implementing strategies that enhance customer engagement, optimize operational performance, and enable the transition to a more sustainable energy future. You will build depth within a single industry rather than across unrelated sectors, and you will contribute to the growth of the practice as well as to the delivery of its work. The Work: Lead and advise clients on customer transformation, customer operations, customer experience, contact center modernization, and digital customer strategy in the context of energy transition and demand-side management initiatives. Work across the meter-to-cash lifecycle, from service requests and metering through billing, payments, credit and collections, and advise on how customer information systems support it. Analyze, design, and document new business processes that enable efficient delivery of customer and energy programs, including energy efficiency, electrification, and distributed energy solutions. Leverage analytics, customer insights, and artificial intelligence to identify opportunities for improving customer experience, reducing cost to serve, and advancing energy efficiency goals. Build and grow client relationships at the director and vice-president level, contributing to proposals, client pursuits, and thought leadership in areas such as customer innovation, energy transition, and energy efficiency. Mentor and guide team members, fostering excellence in business process design and stakeholder management. Here’s What You’ll Need: Fluent in French speaking and writing, including client workshops and written deliverables. 5+ years’ experience in the Utilities industry, including 2+ years leading a workstream and its team, in Customer Operations, Customer Transformation, or Business Process Design. Experience in Meter-to-Cash, customer operations, or utility program design. Working knowledge of the platforms supporting utility customer functions, such as Oracle Customer Care and Billing, Oracle Customer to Meter, SAP for Utilities, S/4HANA Utilities, Salesforce, or comparable customer information and customer relationship environments. Experience of a system replacement or major upgrade is an asset. Strong knowledge of Energy Transition, Demand Side Management, and Digital Customer Strategy. An informed perspective on the application of artificial intelligence within a regulated customer function, and ideally practical experience applying it. Proven ability to manage consulting engagements, lead client relationships, and advise on complex transformation programs. Familiarity with the Canadian regulatory environment, including the Régie de l’énergie and the Ontario Energy Board, is an asset. English is required for this position as this role will regularly interact with stakeholders across Canada, US and other countries across our Global footprint where English is the common language. Due to the significant high volume of interactions with these English-speaking stakeholders, which is inherent to this position, it is not possible to reorganize the company’s activities to avoid this requirement. 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, based on full-time employment, for roles that may be hired as set forth below. The recruiting efforts for this position are intended to fill a brand new position. The base pay range shown below is intended as a guideline to reflect the majority of offers for this role. It does not represent a maximum limit — in some cases, actual compensation may exceed the range where appropriate. Information on benefits is here: Role Location Annual Salary Range British Columbia/Ontario/New Brunswick $108,800 to $220,400 #LI-MP #LI-NA-FY27 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 at www.accenture.com 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.

What you’ll do

Lead and advise clients on customer transformation, digital strategy, and operational improvements within the utilities sector. Build and maintain senior-level client relationships while mentoring team members to deliver complex energy transition and demand-side management programs.

Requirements

Requires 5+ years of experience in the utilities industry with a focus on customer operations or business process design. Candidates must be fluent in French and English and possess working knowledge of utility-specific platforms like Oracle or SAP.

Listed skills

• Project management · Preferred
• Client Relationship Management · Preferred
• Stakeholder Management · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Management Consulting
• Utilities Industry
• Customer Experience
• Digital Transformation
• Meter-to-cash
• Energy Transition
• Demand-side Management
• Business Process Design
• Stakeholder Management
• Artificial Intelligence
• Customer Operations
• Strategic Planning
• Client Relationship Management
• Data Analytics
• Project Management
• Digital Customer Strategy
• Regulatory Environment
• Operational Performance Management
• Building Trust
• Energy System Transition
• Customer Information Systems
• Decarbonation
• Cost To Serve
• Thought Leadership
• Billing
• Customer Relationship Management
• Business Process
• Business Process Modeling
• Customer Service
• Consulting
• Customer Engagement
• Customer Demand Planning
• Energy Demand Management
• Electric Utility
• English Language
• French Language
• Global Delivery Model
• Renewable Energy
• Leadership
• Innovation
• Operations
• Salesforce
• SAP Applications
• Utility Software
• Writing
• Revenue Growth
• Collections

Job areas

• Consulting
• Energy
• Management & Leadership
• Customer Service & Support
• Technology
• Customer Experience Manager
• Sales and Marketing Managers
• First-Line Supervisors of Office and Administrative Support Workers

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