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

Overview

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

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 the ins and outs of customer support organizations, what drives call volume, how to unlock and deliver customer value, and you think about customer support in a digital, self-service manner. You're ready to apply your knowledge to help clients optimize and transform their customer service solutions. You've led a customer support transformation previously and are experimenting with how GenAI can impact your business. You understand large-scale technology delivery and are familiar with selling processes; you've pitched proposals with business cases and solutions to solve problems. Working in an agile, fast-paced environment energizes you, and you're at your best when contributing to a team. Leadership and verbal skills are top-drawer, and you know how to work 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, business and implementation roadmaps, 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 build 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, and experience. Accenture provides a reasonable range of compensation for roles that may be hired in the United States. We accept applications on an on-going basis with no fixed deadline to apply. Information on benefits is here.

Role Location Annual Salary Range

Accommodation & EEO

Accenture is committed to equal employment opportunities for persons with disabilities or religious observances, including reasonable accommodations when needed. If you are hired and require accommodation to perform essential functions, you will be asked to participate in our reasonable accommodation process. Information on accommodations for the recruiting process does not guarantee future accommodations once hired. For accommodation needs, 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 protected characteristics. For details, view the Accenture Equal Opportunity Statement. Accenture is an EEO and Affirmative Action Employer.

Other statements : Applicants must have work authorization without requiring visa sponsorship. Candidates currently employed by a client of Accenture may not be eligible for consideration. A criminal history is not an absolute bar to employment. Accenture complies with pay transparency laws and may provide compensation information where required.

Seniorities & Employment Details

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