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

About brighthush

brighthush is a global leader in professional services, dedicated to helping utilities and energy organizations navigate the complex transition to a more sustainable, customer‑centric future. With a deep bench of industry experts, cutting‑edge technology capabilities, and a culture that prizes innovation, collaboration, and impact, brighthush empowers clients to re‑imagine every touchpoint of the customer journey—from billing and outage communication to clean‑energy adoption and distributed resource management.

As a trusted advisor to the world’s leading electricity, gas, and water providers, brighthush blends strategy, technology, and operational excellence to unlock new value, reduce cost‑to‑serve, and elevate customer trust. We are on the front lines of the energy transition, and we need visionary leaders who can translate that momentum into measurable business outcomes.

Why This Role Matters

In an era where customers demand instant, personalized, and friction‑free experiences, utilities must evolve beyond legacy service models. The Customer Growth Strategy Manager will be the catalyst that drives this transformation, turning data‑driven insights into actionable roadmaps that deliver higher satisfaction, lower operational costs, and stronger regulatory compliance.

Key Responsibilities

• Strategic Leadership: Own the end‑to‑end customer experience strategy for utilities clients, from assessment through implementation, ensuring alignment with business objectives and regulatory mandates.
• Cross‑Functional Collaboration: Lead multidisciplinary teams—strategy, design, technology, operations, and finance—to co‑create and execute service transformation initiatives.
• Customer Journey Mapping: Design and refine end‑to‑end journeys across all channels (web, chat, email, social, field service), identifying pain points and opportunities for automation, AI, and agentic commerce.
• Data & Analytics: Leverage advanced analytics, benchmarking, and customer insights to quantify opportunities, set KPI architecture, and monitor performance against targets.
• Technology Enablement: Evaluate and recommend cloud‑based, SaaS, and AI platforms (e.g., Salesforce, Genesys, Amazon Connect) that support omnichannel service delivery and scalable operating models.
• Change Management: Develop and execute change plans that embed new processes, workforce models, and performance frameworks into the client’s culture.
• Stakeholder Engagement: Facilitate executive workshops, build compelling narratives, and secure buy‑in from senior leaders and operational teams.
• Project Governance: Manage scope, timelines, budgets, risks, and deliverables, ensuring high‑quality outcomes and client satisfaction.
• Thought Leadership: Represent brighthush at industry events, contribute to white papers, and stay ahead of emerging trends in utilities customer experience.

Essential Qualifications

• Minimum 10 years of experience in strategy or management consulting focused on customer service transformation within 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: front‑office customer & field service transformation, journey design, operating model redesign, workforce & forecasting, quality & performance management, technology enablement, KPI architecture, or vendor ecosystem strategy.
• Strong analytical skills with the ability to translate benchmarking data into actionable insights.
• Hands‑on experience with AI, GenAI, and conversational design, and the ability to embed these capabilities into future‑state operating models.
• Experience leading assessment‑to‑strategy‑to‑implementation engagements, delivering measurable impact on customer, operational, or financial metrics.
• Excellent communication, facilitation, and stakeholder management skills.
• Minimum bachelor’s degree (or equivalent experience). Associate’s degree requires at least 12 years of equivalent experience.

Preferred Qualifications

• 5+ years of direct experience working with utilities clients (electric, gas, water) or in utilities finance, controllership, or regulatory roles.
• Experience architecting future‑state service models on cloud (SaaS) platforms and assessing technology fit within enterprise ecosystems.
• Hands‑on knowledge of customer information systems (CIS) or enterprise resource planning (ERP) platforms and their role in the utilities value chain.
• Familiarity with leading customer service technologies such as Salesforce, Dynamics, Amazon Connect, Genesys, and NICE.
• Track record of driving automation, AI, and agentic commerce initiatives that deliver tangible business outcomes.

Core Skills & Competencies

• Strategic Thinking & Visionary Leadership
• Customer‑Centric Design & Journey Mapping
• Data‑Driven Decision Making & Advanced Analytics
• Project & Program Management (Agile & Waterfall)
• Change Management & Organizational Development
• Technology Enablement & Digital Transformation
• Stakeholder Engagement & Executive Communication
• Team Building & Cross‑Functional Collaboration
• Regulatory & Compliance Awareness in Utilities

Career Growth & Learning Opportunities

At brighthush, your career trajectory is defined by the impact you create. As a Customer Growth Strategy Manager, you will:

• Lead high‑visibility projects that shape the future of utilities customer experience.
• Mentor junior consultants and build a high‑performing team.
• Access continuous learning through internal knowledge hubs, industry certifications, and global best‑practice workshops.
• Progress into senior leadership roles such as Director of Customer Experience, Head of Utilities Transformation, or Partner.
• Participate in global initiatives, cross‑industry projects, and innovation labs that keep you at the forefront of industry trends.

Work Environment & Culture at brighthush

brighthush thrives on a culture of collaboration, inclusion, and relentless curiosity. We believe that diverse perspectives fuel innovation, and we are committed to creating an environment where every team member feels valued and empowered.

• Inclusive, merit‑based culture that celebrates differences.
• Flexible work arrangements and a focus on work‑life balance.
• Global community of professionals who share knowledge and best practices.
• Commitment to sustainability and responsible business practices.

Compensation, Perks & Benefits

While specific compensation varies by location, role, and experience, brighthush offers a competitive total rewards package that includes:

• Base salary aligned with market benchmarks.
• Performance‑based bonuses and equity opportunities.
• Comprehensive health, dental, vision, and life insurance.
• 401(k) retirement plan with company match.
• Paid holidays, vacation, and personal time off.
• Professional development budget and tuition reimbursement.
• Wellness programs, mental health resources, and employee assistance programs.
• Employee referral bonuses and recognition programs.

Travel & Location

Travel requirements vary from 0% to 100% depending on client needs and project scope. The role is based in multiple locations across the United States, with opportunities to work remotely or in hybrid settings.

Join brighthush – Make a Difference

If you are a seasoned strategist with a passion for utilities and a proven ability to translate customer insights into transformative action, we invite you to bring your expertise to brighthush. Join a team that is redefining how utilities serve their communities, driving sustainable growth, and building lasting customer trust.

Ready to shape the future of utilities customer experience? Apply now and start your journey with brighthush.