Customer Experience & Service Transformation Management Consultant - Comms, Media & Technology

Accenture Song Customer Support Transformation Expert

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.

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 think about customer support in a digital, self-service manner and 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 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 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, 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, which may include but are not limited to the specific office location, role, skill set, and level of experience.