Senior Customer Growth Strategy Consultant – Utilities & Energy Transformation Lead at brighthush

About brighthush

brighthush is a global consulting powerhouse that empowers utilities—electric, gas, water, and renewable energy providers—to reinvent customer experience, operational efficiency, and financial performance. With a deep focus on the utilities sector, we blend human‑centered design, data‑driven insights, AI, and scalable technology platforms to help our clients deliver proactive, personalized, digital‑first engagement that builds lasting trust and drives sustainable growth.

Why Utilities? Why brighthush?

The utilities landscape is evolving faster than ever. Rising customer expectations, regulatory shifts, the energy transition, and the need for resilient outage and emergency communications demand a new approach to customer service. At brighthush, we partner with leading utilities to transform their service models, unlock new value, and create a future‑ready customer experience that balances operational realities with customer delight.

Role Overview

As a Senior Customer Growth Strategy Consultant, you will lead cross‑functional engagements that reimagine how utilities serve their customers. You will translate complex business challenges into actionable strategies, design future‑state operating models, and guide implementation of transformative initiatives that improve customer satisfaction, reduce cost‑to‑serve, and drive revenue growth.

Key Responsibilities

• Strategic Leadership: Own the end‑to‑end consulting engagement—from discovery and assessment to strategy formulation and implementation—ensuring that recommendations are both innovative and achievable.
• Customer Experience Design: Lead workshops and design sessions to map current customer journeys, identify pain points, and co‑create future‑state experiences that align with regulatory requirements and business objectives.
• Data‑Driven Insights: Leverage benchmarking data, customer analytics, and financial metrics to uncover breakpoints, quantify opportunities, and build compelling business cases.
• Operating Model & Process Redesign: Architect scalable service models, workforce strategies, and process improvements that reduce cost‑to‑serve while enhancing service quality.
• Technology Enablement: Evaluate and recommend technology platforms—IVR, digital portals, AI‑powered virtual agents, and analytics solutions—to support omnichannel service delivery.
• Change Management & Implementation: Partner with client leadership to develop change plans, monitor progress, and ensure adoption of new processes and technologies.
• Thought Leadership: Publish whitepapers, case studies, and thought pieces that showcase brighthush’s expertise in utilities customer transformation.
• Travel & Client Engagement: Travel as required (0–100%) to client sites, ensuring deep immersion and strong stakeholder relationships.

Essential Qualifications

• Minimum 4 years of strategy or management consulting experience focused on customer service transformation in utilities or related sectors.
• Proven track record of designing and implementing experience‑driven, data‑backed initiatives that improve customer outcomes and reduce cost‑to‑serve.
• Deep functional expertise in at least one of the following domains:
  • Customer & field service transformation (front‑ and back‑office)
  • Customer experience design & journey management
  • Operating model & process redesign
  • Workforce forecasting & service model transformation
  • Quality & performance management frameworks
  • Technology enablement strategy (IVR, digital platforms, routing, analytics)
  • KPI architecture, insights, & measurement strategy
  • Vendor & ecosystem strategy for service delivery
• Experience evaluating benchmarking data and competitive insights across multiple channels (web, chat, email, social).
• Demonstrated ability to translate assessment findings into actionable recommendations and lead implementation of strategic initiatives that deliver measurable impact.
• Understanding of AI and digital engagement capabilities—conversational AI, virtual agents, intelligent routing, predictive tools—and how they fit into broader service strategy frameworks Apply for this job