Customer Growth Strategy Senior Manager | Utilities

Responsibilities: Lead assessment‑to‑strategy‑to‑implementation engagements and translate findings into actionable recommendations Manage workstreams, teams, and client stakeholders; own program delivery Facilitate workshops, synthesize customer and operational insights, and build compelling narratives for decision-making Partner with clients to deploy and monitor initiatives across front/back-office service processes Drive large-scale transformations and mentor junior team members Engage in sales activities from ideation to proposal development and RFP presentations Incorporate AI, GenAI, and conversational design into CX roadmaps and future-state models Develop thought leadership, assets, and offerings on market-relevant topics Foster executive relationships as a trusted advisor; guide senior leaders through transformation Travel as required by client needs (0–100%)

Key requirements: 10+ years of strategy or management consulting in customer service, contact center, billing/payments, or digital engagement 10+ years integrating experience design, data insights, and analytics into service transformation 10+ years leading end-to-end engagements from assessment to implementation with measurable impact Deep functional expertise in customer service domains (field/service transformation, journey design, operating models, workforce and service model transformation, quality/performance management, technology enablement) Experience evaluating benchmarking data and shaping recommendations across channels (web, chat, email, social) Hands-on experience with AI, GenAI, and conversational design for CX roadmaps Minimum 5 years serving utilities clients (electric, gas, or water) or utility regulatory finance Bachelor’s degree or equivalent (or 12+ years for Associates) Strong client leadership, stakeholder engagement, and workshop facilitation Ability to manage scope, plans, risks, dependencies, and team performance in consulting environment Leadership and people management Stakeholder management Facilitation and workshop leadership AI, GenAI, and Conversational Design Operating models and process redesign KPI architecture, measurement and analytics