Senior Manager, Customer Growth Strategy – Utilities Transformation & Digital Experience Lead at brighthush

About brighthush

brighthush is a global leader in consulting and technology, dedicated to helping utilities and other mission‑critical industries reinvent the way they serve customers. With a portfolio that spans electric, gas, water, and renewable energy, we partner with operators, regulators, and innovators to build future‑ready service models that drive trust, efficiency, and sustainable growth. Our culture is built on curiosity, collaboration, and a relentless focus on delivering measurable impact for our clients and communities.

Why This Role Matters

In today’s utilities landscape, customer expectations are evolving faster than ever. From seamless digital interactions to real‑time outage updates and personalized energy‑efficiency advice, the utilities that thrive are the ones that can anticipate and exceed these demands. As a Senior Manager in Customer Growth Strategy, you will be at the forefront of this transformation, shaping the customer experience journey, unlocking new revenue streams, and ensuring that every touchpoint delivers value to both the customer and the organization.

Key Responsibilities

• Strategic Leadership: Own the end‑to‑end customer growth strategy for utilities clients, translating market insights into actionable roadmaps that balance customer delight, regulatory compliance, and operational feasibility.
• Transformation Design & Delivery: Lead cross‑functional teams through assessment, design, and implementation of customer service transformations, including front‑office (contact center, digital channels) and back‑office (billing, collections, outage management) initiatives.
• Data‑Driven Insight: Leverage advanced analytics, AI, and GenAI to surface customer pain points, forecast demand, and recommend technology enablers that reduce cost‑to‑serve while boosting satisfaction.
• Stakeholder Engagement: Build trusted advisor relationships with executive leaders, regulatory bodies, and external partners; facilitate workshops, executive briefings, and change‑management programs.
• Team Development: Mentor and coach junior consultants, fostering a culture of continuous learning, high performance, and knowledge sharing.
• Business Development: Co‑create proposals, deliver compelling pitches, and support the sales cycle from ideation through RFP responses, ensuring alignment with client needs and brighthush capabilities.
• Innovation & Thought Leadership: Produce whitepapers, case studies, and industry insights that position brighthush as a thought leader in utilities customer experience.
• Travel & Flexibility: Travel as required (0–100%) to client sites, conferences, and internal collaboration hubs.

Essential Qualifications

• 10+ years of strategy or management consulting experience focused on customer service transformation in utilities or related sectors.
• Proven track record of leading assessment‑to‑strategy‑to‑implementation engagements that deliver measurable improvements in customer satisfaction, operational efficiency, and financial performance.
• Deep functional expertise in at least one of the following domains:
  • Customer & field service transformation
  • Customer experience design & journey management
  • Operating model & process redesign
  • Workforce & forecasting transformation
  • Quality & performance management frameworks
  • Technology enablement strategy (IVR, digital platforms, routing, analytics)
  • KPI architecture & measurement strategy
  • Vendor & ecosystem strategy for service delivery
• Experience with AI, GenAI, and conversational design, translating emerging capabilities into strategic roadmaps.
• Strong analytical skills, with the ability to evaluate benchmarking data, competitive insights, and financial models.
• Excellent communication, facilitation, and storytelling abilities, capable of influencing senior stakeholders.
• Bachelor’s degree (or equivalent experience); Associate’s degree with 12+ years of experience is acceptable.

Preferred Qualifications

• 5+ years of direct experience working with utilities clients (electric, gas, water) or in utilities finance, controllership, or regulatory roles.
• Hands‑on experience in implementing AI‑driven customer experience initiatives, such as chatbots, predictive outage alerts, or personalized energy‑efficiency programs.
• Experience leading global or multi‑region teams and managing complex, distributed projects.
• Published thought leadership or speaking engagements at industry conferences.
• Knowledge of regulatory frameworks affecting utilities (e.g., NERC, FERC, state water boards).

Skills & Competencies

• Strategic Thinking & Visionary Leadership
• Project & Program Management (Agile & Waterfall)
• Data Analytics & Insight Generation
• Change Management & Stakeholder Engagement
• Customer Experience Design & Journey Mapping
• Technology Enablement & Digital Transformation
• Financial Acumen & ROI Modeling
• Cross‑Cultural Communication & Collaboration
• Mentorship & Talent Development

Career Growth & Learning Opportunities

At brighthush, your career trajectory is designed to accelerate. You will have access to:

• Structured leadership development programs that pair you with senior mentors.
• Global mobility options, allowing you to work on projects across North America, EMEA, and APAC.
• Continuous learning through internal knowledge hubs, external certifications, and industry conferences.
• Opportunities to author whitepapers, lead webinars, and represent brighthush at industry panels.
• Clear pathways to senior leadership roles, including Director and Partner tracks.

Work Environment & Culture at brighthush

Our culture is built on three pillars: Innovation, Collaboration, and Impact. We celebrate diverse perspectives, encourage bold ideas, and reward results that create lasting value for our clients and communities.

• Inclusive, flexible work arrangements with hybrid options.
• Employee resource groups that champion diversity, equity, and inclusion.
• Community engagement initiatives, such as volunteer days and sustainability projects.
• Regular hackathons and innovation challenges to prototype new solutions.

Compensation, Perks, and Benefits

While specific figures vary 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.
• Retirement plans with company matching.
• Paid time off, holidays, and flexible leave policies.
• Professional development budget and tuition reimbursement.
• Wellness programs, including mental health resources and fitness stipends.
• Employee assistance programs and relocation support.

How to Apply

If you are ready to lead transformative customer growth initiatives in the utilities sector and make a tangible difference for millions of customers, we want to hear from you. Submit your application through our careers portal, and let’s explore how you can join the brighthush team.

Join brighthush – Where Innovation Meets Impact

At brighthush, you’ll work alongside some of the brightest minds in consulting and technology, tackling complex challenges that shape the future of utilities. Your expertise will help clients navigate regulatory landscapes, adopt cutting‑edge AI solutions, and deliver customer experiences that set new industry standards. If you thrive in a fast‑paced, collaborative environment and are passionate about driving sustainable growth, this is the role for you.

Apply today and become a catalyst for change in the utilities industry. We look forward to welcoming you to the brighthush family.