Customer Experience & Service Transformation Consultant

At Accenture Song, we focus on driving growth and creating value for our clients through exceptional customer experiences. Our expertise encompasses a wide range of capabilities, from growth and product design to technology implementation and creative marketing strategies. By leveraging deep industry knowledge and strong client relationships, we empower our clients to thrive in a fast-paced environment. Join us in transforming the way businesses engage with their customers. As a specialist in customer support and contact centers, you will have a unique opportunity to apply your skills and insights. With a strong understanding of the technology and software that underpin customer service operations, you will contribute significantly to optimizing and transforming our clients’ support solutions. Your experience leading service transformations and implementing digital self-service strategies will be invaluable. If you thrive in a dynamic, collaborative setting and possess exceptional analytical and creative problem-solving skills, we invite you to be a part of our team. The responsibilities of this role include: Evaluating clients' customer service offerings to identify gaps and make strategic recommendations that align with their business goals. Creating business cases and implementation roadmaps to drive effective solutions. Leading teams to redesign organizational structures and processes to enhance customer service delivery. Collaborating with designers and analytics teams to develop insights that inform customer-centric solutions. Advising clients on metrics to improve their customer engagement. Driving change-management initiatives for successful implementation and long-term effectiveness of solutions. Building strong relationships with client stakeholders to foster long-term partnerships. Seeking opportunities to drive business development and enhance the Accenture Consulting practice. Mentoring junior team members while continuing to develop your own skills and knowledge. Contributing to thought leadership initiatives to maintain Accenture's innovative edge. As part of the role, travel may be required for client support. Your primary work location will be within 90 minutes of an approved Accenture office. To be successful in this role, you will need: A minimum of five years of management consulting experience with a focus on customer service or contact center environments. Demonstrated ability to propose and sell innovative solutions. Experience integrating experience design and analytics within customer service processes. At least three years of experience with Cloud (SaaS) solutions and their application in client ecosystems. Proficiency with customer service platform technologies such as Salesforce, Dynamics, Amazon Connect, Genesys, and NICE. Experience with artificial intelligence and digital platforms for over a year. At least three years of functional knowledge in areas such as customer service transformation, experience design, implementation processes, and technology support. Bonus qualifications: Experience with benchmarking analysis and project management in contact center environments. Hands-on experience with artificial intelligence, conversational design, and digital customer service. Experience in the Utilities (Gas, Electric) industries. Compensation at Accenture varies based on various factors including role and experience level. We are committed to providing equal employment opportunities and fostering a diverse environment. If you require accommodation for your disability or religious observance, we invite you to participate in our accommodation process. Accenture is an EEO and Affirmative Action Employer. We believe in equal opportunity and have a strong commitment to diversity and inclusion.

Created: 2026-03-04