Management Consultant - Utilities Retail

About the job

At Accenture, we help utilities organizations reimagine how they serve customers, grow revenue, improve efficiency, and create sustainable value in a rapidly changing energy market.

We are looking for a Utilities Retail Consultant / Manager to join our Strategy & Consulting practice. The successful candidate will help utilities clients transform their retail businesses through customer-centric strategies, innovative product offerings, digital capabilities, data, analytics, and artificial intelligence. Depending on experience and level, the candidate will contribute to or lead utilities retail transformation engagements, manage complex workstreams, and deliver measurable outcomes across customer, commercial, operational, digital, and technology initiatives.

Key Responsibilities

• Improve and drive transformation across meter-to-cash, billing, payments, collections, revenue assurance, and customer operations.
• Reimagine customer journeys across onboarding, billing, payments, collections, complaints, move-in/move-out, and customer service.
• Develop utilities retail, customer, commercial, pricing, product, and growth strategies.
• Design customer segmentation, value propositions, products, tariffs, pricing models, and go-to-market strategies.
• Identify opportunities in renewable energy, solar, storage, electric vehicles, demand response, and energy-as-a-service offerings.
• Develop and lead business case creation, financial modelling, value realization frameworks, transformation roadmaps, and benefits realization plans.
• Define target operating models, future-state processes, governance frameworks, organizational capabilities, and performance measures.
• Design and shape digital and AI-enabled strategies across mobile applications, portals, CRM, contact centres, self-service channels, and customer engagement platforms.
• Define, prioritize, and measure AI use cases, value drivers, KPIs, adoption approaches, governance models, and responsible AI considerations.
• Lead or support project delivery activities, including managing workstreams, stakeholders, project timelines, risks, budgets, deliverables, and multidisciplinary teams.
• Support proposals, thought leadership, practice development, and business development activities.

Experience and Skills

Candidates should typically have 3–16 years of relevant experience in utilities meter-to-cash, energy retail, customer information systems (CIS), customer operations, and digital transformation.

Preferred experience includes

• Experience working with electricity, gas, or water retail utilities.
• Good understanding of retail processes including onboarding, billing, payments, collections, complaints, move-in/move-out, revenue assurance, and customer service.
• Experience with utilities retail, CIS, billing, CRM, meter-to-cash, SAP IS-U, Oracle Utilities, or other CIS platforms such as Kaluza, Gentrack, and Kraken.
• Experience improving meter-to-cash performance, billing accuracy, collections effectiveness, revenue assurance, customer operations, customer experience, and cost to serve.
• Experience leading consulting workstreams, multidisciplinary teams, and complex client engagements.
• Understanding of utilities tariffs, pricing, customer propositions, business cases, KPIs, value realization, and commercial performance.
• Ability to manage senior stakeholders, project timelines, risks, budgets, deliverables, and team performance.
• Strong commercial awareness, structured problem-solving, workshop facilitation, and executive communication skills.
• Experience enhancing customer journeys and communications through mobile applications, portals, email, SMS, chatbots, contact centres, and other digital channels.

Good to have

• Experience in utilities retail process studies, process mapping, pain-point analysis, root-cause assessment, future-state process design, and operating model transformation.
• Experience using AI and generative AI for strategy development, research, analysis, customer insights, measurement, content creation, and delivery productivity.