Consulting Manager - Utilities Customer Experience and Transformation

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.

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.

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.

• 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/4
  
  HANA 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…