Head of Billing Strategy & Design

Accenture Song’s Utilities team, a group of management consultants helping leading organizations reinvent service as a driver of customer trust, operational efficiency, and satisfaction. We help clients move beyond traditional cost-focused service models by defining future-ready customer service strategies, operating models, transformation roadmaps, and business cases that connect human-centered design, data-driven insights, AI, and scalable technology platforms.

Within Utilities, we work with electricity, gas & water providers to address rising customer expectations, affordability pressures, regulatory requirements, outage and emergency communications, energy transition programs, and the need for proactive, personalized, digital-first engagement. We help clients modernize customer care, improve satisfaction and trust, reduce cost to serve, and unlock new value through different service models, automation, analytics, and connected customer experiences.

You bring a strategic yet tactical & deployment mindset, strong analytical skills, and practical experience helping organizations assess current-state service performance, identify & evaluate breakpoints, define & deploy future-state visions, and create & execute roadmaps that improve customer, operational, and financial outcomes. You are comfortable owning workstreams, managing teams, leading client stakeholders and driving initiatives from assessment through implementation.

You are passionate about the Utilities industry and understand the critical moments that shape customer trust, including billing, payments, collections, outage management, move-in/move-out, field service coordination, energy efficiency, rate changes, distributed energy resources, and clean energy adoption. You understand these industry dynamics and work with cross-functional and technical teams to deploy tactics that balance customer expectations, regulatory considerations, operational realities, and business value.

You have the full consulting toolbelt and bring project management and industry expertise to the workplace, including the abilities to engage client leaders & stakeholders, facilitate workshops, synthesize customer and operational insights, build compelling narratives, guide clients into making confident decisions on where and how to transform service and partner with clients to deploy & monitor various initiatives.

You have led the definition of large-scale, complex transformations for clients, driving overall team deliverables while supervising and mentoring team members. You have developed thought leadership, assets, and offerings that present innovative insights, guidance, and recommendations on market-relevant topics. You are energized by the opportunity to ideate & deploy automation, AI, Agentic AI and Agentic Commerce solutions to reinvent the end-to-end Utilities Customer processes, across channels and across the front- and back-office.

Travel may be required for this role, varying from 0 to 100% depending on business need and client requirements.

Minimum of 10 years of Strategy or Management consulting experience focused on helping organizations reimagine customer service, customer support, contact center operations, back-office delivery (billing, payments, credit & collections) or digital customer engagement. Minimum of 3 years of experience creating & implementing experience design, data‑driven insights, and analytics into service transformation to improve customer outcomes and reduce cost‑to‑serve

Minimum of 3 years experience leading assessment‑to‑strategy‑to‑implementation engagements, translate findings into actionable recommendations, and lead implementation of strategic initiatives that drive measurable customer, operational, or financial impact.

Minimum of 5 years of deep functional expertise across one or more key customer service domains:

Customer & field service transformation (front- and/or back-office focused on the customer)

Customer experience design and journey management

Workforce, forecasting, and service model transformation

Quality and performance management frameworks

IVR, digital platforms, routing, analytics)

Experience evaluating benchmarking data and competitive insights (customer, operational, and financial) to identify breakpoints, size opportunities, and shape strategic recommendations across channels (web, chat, email, social).

Experience implementing distinct service initiatives within a Customer roadmap to uplift operational performance, enhance customer satisfaction and reduce cost to serve

Experience leading assessment‑to‑strategy‑to‑implementation engagements, translate findings into actionable recommendations, and lead implementation of strategic initiatives that drive measurable customer, operational, or financial impact.

Demonstrated ability to manage project scope, workplans, deliverables, risks, dependencies, client expectations, and team performance in a consulting or transformation environment.

Hands‑on experience with AI, GenAI, and conversational design, with the ability to translate emerging capabilities into strategic customer experience roadmaps and future‑state operating models.

Minimum of 1 year of experience serving utilities clients (electric, gas, or water) or in a utilities finance, controllership, or regulatory function.

Bachelor's degree or equivalent (minimum 12 years' work experience). If Associate’s Degree, must have equivalent minimum 6-year work experience

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