Customer Experience & Service Transformation Management Advisory Consultant
AI summary of the role
This is a management consulting role within Accenture Song, focused on transforming customer service and contact center operations for clients.
What you’ll do
- Evaluate clients’ current customer service offerings, identify gaps, shape vision, provide recommendations and propose strategic solutions
- Define business cases, business and implementation roadmaps, and execute solutions
- Lead delivery teams to redesign clients’ organizational structure, processes, and technology capabilities for optimal customer service experiences
- Advise clients on ways to measure and improve their customer-centric metrics
What you’ll bring
- Minimum 5 years of management consulting experience with heavy focus in customer service, customer support, contact center environment or digital customer field
- 3+ years of experience working with Cloud (SaaS) solutions and customer service platform technologies (Salesforce, Dynamics, Amazon Connect, Genesys, NICE etc.)
- 1+ years of experience working with Artificial intelligence and front-end digital platforms
- 3+ years of deep functional knowledge in two or more areas: customer service transformation, customer service experience design, contact forecasting, workforce management, quality management, IVR design, digital customer service technology platforms, reporting metrics/KPIs
Technologies
Salesforce · Dynamics · Amazon Connect · Genesys · NICE · GenAI · IVR · Cloud (SaaS) · conversational design
About Accenture
Accenture helps enterprises and governments reinvent strategy, technology, operations and customer growth through global consulting, managed services, AI/data, cloud and ecosystem partnerships.
Public · 5000+ people
Source and classification
Deployment strategy · Evidence for this classification:
ready to apply your knowledge to help clients optimize and transform their customer service solutions. You’ve led a customer support transformation previously are currently experimenting with how GenAI can impact your business and understand large scale technology delivery. Additionally, you are familiar with the selling processes, and you’ve pitched proposals with business cases and solutions to help solve problems. Working in an agile, fast-paced environment energizes you, and you’re at your best when contributing to a team. You’re always ready to dive deep into creative and analytical thinking to solve problems and transform challenges into opportunities. Leadership and verbal skills Yours are top-drawer, and you know how to work well with everyone from junior colleagues to executive stakeholders. The work: Evaluate clients’ current customer service offerings, identify gaps, shapeHow jobs are selected
Employer postings · Data from · Sources