Customer Experience & Service Transformation Advisory Management Consultant (H&PS)

Overview

We are : Accenture Song accelerates growth and value for our clients through sustained customer relevance. Our capabilities span ideation to execution : growth, product and experience design; technology and experience platforms; creative, media and marketing strategy; and campaign, content and channel orchestration. With strong client relationships and deep industry expertise, we help our clients operate at the speed of life through the unlimited potential of imagination, technology and intelligence. Visit us at : www.accenture.com / song

You are : An expert in customer support and contact centers, with an understanding of the software / technology that enables day-to-day operations. You understand what drives call volume, how to unlock and deliver customer value, and you think about customer support in a digital, self-service manner. You are ready to apply your knowledge to help clients optimize and transform their customer service solutions. You've led a customer support transformation, are experimenting with GenAI, and understand large-scale technology delivery. You are familiar with selling processes and have pitched proposals with business cases and solutions. You thrive in an agile, fast-paced environment, contribute to a team, and enjoy deep creative and analytical thinking to turn challenges into opportunities. Strong leadership and verbal skills are essential to work well with everyone from junior colleagues to executive stakeholders.

The work

• Evaluate clients' current customer service offerings, identify gaps, shape vision, provide recommendations and propose strategic solutions that address their unique needs and business goals
• Define business cases, roadmaps (business and implementation), and execute solutions
• Lead delivery teams to redesign clients' organizational structure, processes, and technology capabilities so they can deliver optimal customer service experiences
• Collaborate with visual designers and analytic teams to generate insights and deliver customer-centric, insight-driven solutions
• Advise clients on ways to measure and improve their customer-centric metrics
• Lead change-management initiatives that drive adoption, ease implementation, and position clients' customer-service solutions for ongoing success
• Establish relationships with client stakeholders and build long-term partnerships for Accenture
• Identify opportunities and drive business development efforts to grow the Accenture Consulting practice
• Manage and coach junior team members, and continue to grow your own expertise
• Contribute to perspectives and thought leadership to help Accenture maintain its thought-leadership position
• Travel : As required for client support
• Location : Primary residency within 90 minutes of an approved Accenture office

Here's what you'll need

Bonus points if

Compensation at Accenture varies depending on a wide array of factors, including location, role, skill set, and experience. As required by local law, Accenture provides a reasonable range of compensation for roles that may be hired in California, Colorado, District of Columbia, Illinois, Maryland, Minnesota, New Jersey, New York or Washington as set forth below.

We accept applications on an on-going basis and there is no fixed deadline to apply. Information on benefits is here.

Role Location & Salary

Role Location Annual Salary Range

California : $63,800 to $205,800

Colorado : $63,800 to $177,800

District of Columbia : $68,000 to $189,300

Illinois : $59,100 to $177,800

Minnesota : $63,800 to $177,800

Maryland : $63,800 to $177,800

New York / New Jersey : $59,100 to $205,800

Washington : $68,000 to $189,300

Accommodations & Equal Opportunity

Requesting an Accommodation : Accenture is committed to providing equal employment opportunities for persons with disabilities or religious observances, including reasonable accommodation when needed. If you are hired and require accommodation to perform essential functions, you will participate in our reasonable accommodation process. Accommodations made to facilitate recruiting are not a guarantee of future accommodations once hired. If you would like to be considered and have accommodation needs, please call 1 (877) 889-9009 or contact your recruiter.

Equal Employment Opportunity Statement : We believe that no one should be discriminated against because of differences. All employment decisions are made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status, or any other basis protected by law. Our diversity makes us more innovative and competitive. For details, view the Accenture Equal Opportunity Statement. Accenture is an EEO and Affirmative Action Employer of Veterans / Individuals with Disabilities.

Other Employment Statements : Applicants must have work authorization in the U.S. and sponsorship may be required in the future. Some roles may have restrictions regarding candidates currently employed by a client or affiliated company. The company may also consider sealed or expunged records case-by-case. Accenture prohibits pay discrimination disclosures among employees and applicants except in defined conditions. California residents should view additional information if applicable. Read Accenture's Recruiting and Hiring Statement for data processing details.

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