Job Description
About The Role
Accenture is seeking an experienced Utilities Retail Consultant to help utility organizations modernize customer operations, improve service delivery, and accelerate business transformation. In this role, you will lead large-scale transformation initiatives across Utilities Retail, Customer Information Systems (CIS), Customer Relationship Management (CRM), billing, customer service, and operating model modernization.
You will work closely with client executives and cross-functional teams to define transformation strategies, lead implementation programs, optimize business processes, and deliver measurable business outcomes across electricity, gas, water, and broader utilities sectors.
Key Responsibilities
Lead Utilities Retail and customer transformation programs from strategy through implementation and deployment.
Advise client stakeholders on customer operations, billing, metering, collections, customer service, and digital transformation initiatives.
Lead functional workstreams across CIS and CRM transformation programs, ensuring business requirements are translated into scalable solutions.
Facilitate business process assessments, requirements workshops, and stakeholder discussions to identify opportunities for operational improvement.
Manage large-scale business transformation initiatives, including business readiness, deployment planning, risk management, and change adoption activities.
Collaborate with business and technology teams to develop functional solutions that align with client objectives and industry best practices.
Support proposal development, solution shaping, client presentations, and strategic business development activities.
Contribute to practice development through thought leadership, reusable assets, capability development, and knowledge-sharing initiatives.
Communicate complex business and technical concepts effectively to both technical and non-technical stakeholders.
Support delivery governance and ensure successful execution across multiple project workstreams.
Required Qualifications
Bachelor's degree in Business, Engineering, Information Systems, Utilities Management, or a related discipline.
Minimum 5–11 years of experience within Utilities Retail, customer operations, business transformation, consulting, or related fields.
Demonstrated experience delivering or supporting CIS and CRM transformation initiatives within the utilities sector.
Strong understanding of utility retail business processes, including customer management, billing, payments, meter-to-cash, collections, and customer service operations.
Experience leading client workshops, requirements gathering, process design, and solution definition activities.
Proven ability to manage stakeholders and work effectively across business and technology teams.
Strong analytical, problem-solving, communication, and presentation skills.
Experience managing multiple priorities and delivering results in complex client environments.
Preferred Qualifications
Experience in electricity, gas, water, or multi-utility organizations.
Experience supporting large-scale CIS, CRM, digital customer service, or enterprise transformation programs.
Knowledge of regulated and competitive utility market environments.
Experience in business readiness, deployment, organizational change, or operating model transformation initiatives.
MBA or relevant postgraduate qualification.
Utilities industry certifications or professional accreditations.
