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.

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 

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