Management Consultant - Utilities Industry
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.
Kuala Lumpur
Equal Employment Opportunity Statement
We are looking for people with their own life story and out-of-the-ordinary resume. Individual, not just like the rest. Different rather than conventional. Diversity is our strength and an essential element of Accenture’s corporate culture. We want an inclusive and open working environment in which everyone can be their natural selves. Everyone is welcome to apply to Accenture, regardless of origin, creed, disability, age, nationality, marital status, partnership status, sexual orientation, gender or other legally protected reasons.
We work with one shared purpose: to deliver on the promise of technology and human ingenuity. Every day, more than 775,000 of us help our stakeholders continuously reinvent. Together, we drive positive change and deliver value to our clients, partners, shareholders, communities, and each other.
We believe that delivering value requires innovation, and innovation thrives in an inclusive and diverse environment. We actively foster a workplace free from bias, where everyone feels a sense of belonging and is respected and empowered to do their best work.
At Accenture, we see well-being holistically, supporting our people’s physical, mental, and financial health. We also provide opportunities to keep skills relevant through certifications, learning, and diverse work experiences. We’re proud to be consistently recognized as one of the World’s Best Workplaces™.
Join Accenture to work at the heart of change. Visit us at www.accenture.com.