Customer Experience & Service Transformation Advisory ...

About Us: Accenture Song is committed to driving growth and delivering value for our clients by enhancing customer relevance. Our range of capabilities includes everything from growth and product design to experience platforms, media strategies, and orchestration of campaigns. With a blend of strong client relationships and deep industry expertise, we empower our clients to navigate the fast-paced world of business through innovation, technology, and intelligence. Your Role: As a seasoned expert in customer support and contact center operations, you possess a thorough understanding of the technologies that facilitate those environments. You know how to drive customer value and view customer support through a modern, digital lens. With prior experience in customer support transformation, you are exploring the potential impact of GenAI on business practices and have a solid grasp of large-scale technology implementations. You excel in selling solutions and crafting business cases, thrive in agile, dynamic settings, and enjoy collaborating with diverse teams. Your exceptional leadership and communication skills enable you to engage effectively with colleagues at all levels. Key Responsibilities: Assess current customer service offerings of clients, identify gaps, and recommend strategic solutions tailored to their specific needs and goals. Develop business cases and implementation plans, and ensure successful execution of proposed solutions. Lead teams in redesigning clients' organizational structures, processes, and technology capabilities to enhance customer service experiences. Work closely with design and analytics teams to derive insights that inform customer-centric solutions. Advise clients on metrics for measuring and improving customer-centric performance. Champion change management initiatives that facilitate adoption and ensure long-term success of customer service solutions. Create lasting relationships with client stakeholders to foster long-term partnerships. Identify growth opportunities and lead business development initiatives to expand the Accenture Consulting practice. Mentor junior team members and continuously enhance your own expertise. Contribute to thought leadership and perspectives that reinforce Accenture’s position as an industry leader. Location: Primary residency within 90 minutes of an approved Accenture office. Travel: As necessary to support client engagements. Qualifications: A minimum of 7 years of management consulting experience, focusing heavily on customer service and support, contact center operations, or digital customer experience. Proven track record in developing solutions and proposals that drive innovation. Experience with integrating design and analytics into customer service processes. Over 3 years of experience with Cloud (SaaS) solutions and their integration into broader client ecosystems. At least 2 years of engagement with Artificial Intelligence and digital customer platforms. A minimum of 3 years of experience working with customer service technologies (e.g., Salesforce, Dynamics, Amazon Connect, Genesys, NICE). 1+ years of hands-on experience with AI and digital platform design. A deep understanding of two or more specific areas such as service transformation, experience design, contact forecasting, workforce management, quality management, staffing, training, and technology support. Desired Skills: Experience in evaluating benchmark data related to customer processes and contact technologies. Analytical background in producing actionable recommendations based on benchmark comparisons. Hands-on familiarity with AI technologies, including GenAI and conversational design. Experience within the Utilities sector (Gas, Electric) is a plus. A Bachelor's degree in engineering, computer science, information systems, or business is preferred, with a preference for an MBA or equivalent graduate degree. Compensation: Accenture offers a competitive compensation package, which varies based on location, role, skills, and experience. Specific salary ranges are provided for various states; for instance, California: $94,400 to $293,800, Colorado: $94,400 to $253,800, New York: $87,400 to $293,800, and more. Accenture offers a comprehensive benefits package including medical, dental, vision, life insurance, a 401(k) plan, bonuses, as well as paid holidays and time off. Equal Opportunity Statement: Accenture is an equal opportunity employer. All employment decisions are made without regard to age, race, creed, color, religion, sex, national origin, disability status, veteran status, sexual orientation, gender identity, or expression.

Created: 2026-03-12