Marketing Process Excellence Consultant

Accenture India Private Limited; Bengaluru; Hybrid; INR 1,800,000 - 2,600,000; Full time

Job summary

Accenture India Private Limited is seeking a Consultant in Bengaluru to help scale customer service transformation through Gen AI and agentic strategies across marketing, sales and service functions.

You will work with cross-functional teams to design and implement future-fit service blueprints, measure impact on KPIs, and build strong client relationships in a high-paced consulting environment.

Qualifications

• MBA from a Tier 1 institute with focus in Customer Service, Strategy, or Technology.
• 6-9 years of experience with 3+ years in Customer Service operations and contact center channels.
• Experience in Customer Service strategy implementation, conversational AI and agent enablement.
• Strong communication, analytical and stakeholder management skills.

Responsibilities

• Gather and translate business requirements, analyze process and design solutions with Gen AI and agentic plays.
• Support assessments of current service capabilities and define GenAI-led reinvention roadmaps and operating models.
• Work as BA, PO or functional consultant in service strategy, design and implementation.
• Guide clients on leveraging LLMs and agentic capabilities to drive relationships and opportunities.
• Collaborate with solution architects, Data & AI teams to design scalable solutions.
• Develop knowledge on GEN AI trends, agent framework, AI workflow automation, LLM models and prompts.
• Establish business value cases for Gen AI-driven digital innovation aligning to KPIs.

Skills

Customer service operations

Gen AI strategy

Agentic AI

Consulting and stakeholder management

Business analytics

Education

MBA

Tools

Tableau

Power BI

SQL

Python

Job description

I&P GN - Song – Marketing- Consultant - Process Excellence-PE Industry and Process Global Network Song Practice| Service | Gen AI Agentic Innovation (Level 9 )

Join our team of Industry and Process Global Network Song who solve customer facing challenges at clients spanning Sales, Service and Marketing to accelerate business change. Practice: Industry and Process Global Network Song I Areas of Work: in service transformation, digital consulting, or GenAI strategy agentic AI, Contact center experience, CX Strategy & Design | Level: Consultant | Location: Bengaluru, Gurgaon , Mumbai, Chennai, Kolkata Hyderabad | Years of Exp: 6 + years Explore an Exciting Career at Accenture Are you passionate about scaling businesses using in-depth frameworks and techniques to solve customer service challenges? Do you want to design, build and implement strategies to enhance business performance? Does working in an inclusive and collaborative environment spark your interest? Then, this is the right place for you! Welcome to a host of exciting global opportunities within Accenture’s Strategy & Consulting Global Network Song practice. The Practice – A Brief Sketch The Industry and Process Global Network Song practice is aligned to the Global Network Song Practice of Accenture and works with clients across their marketing, sales and services functions. As part of the team, you will provide transformation services driven by key offerings like Service Transformation , Marketing Transformation , and Commerce and Sales . These services help our clients become living businesses by optimizing their marketing, sales and customer service strategy, thereby driving cost reduction, revenue enhancement, customer satisfaction and impacting front end business metrics in a positive manner.

Roles & Responsibilities:

• Gather and translate business requirements, analyze process and design solutions for service design and implementation programs with Gen AI and agentic plays


• Support strategic assessments of current service capabilities and define GenAI-led reinvention roadmaps, new ways of working (next gen operating models), future-fit capabilities and process designs.


• Work as a BA, PO or functional consultant as part of service strategy, design and implementation


• Help leaders in driving client conversations on leveraging LLMs and their agentic capabilities to drive existing business relationships and build new opportunities.


• Collaborate closely with solution architects, Data & AI teams, and platform SMEs to design and implement comprehensive, scalable solutions.


• Develop knowledge, prevailing GEN AI trends, agent framework, AI workflow automation, LLM Models, prompt engineering


• Guide clients through the design and implementation of future-fit value led service blueprints, enabling them to leverage cutting-edge technology and AI.


• Establish business value cases lining Gen AI driven digital innovation to KPIs such as productivity, revenue, CSAT etc.


• Build strong client relationships, influencing decision-making and guiding clients through digital transformation in service.

Your experience counts!

• MBA from a Tier 1 institute with a focus in Customer Service, Strategy, or Technology


• 6-9 years of experience with at least 3 years in Customer Service operations and Contact Center channels, leading Customer Service operations assessment/benchmarking and In depth knowledge and know-how of Customer Service Strategy implementation, Conversational AI and agent enablement


• Excellent analytical and problem-solving skills, with a data-driven mindset.


• Familiarity with project management methodologies (e.g., Agile, Waterfall).


• Exceptional communication and interpersonal skills to engage effectively with clients and internal stakeholders


• Ability to work in high-paced and complex projects and understand industry-specific customer service processes, operations, and functional needs.


• Hands on experience with Agentic solutioning and conceptual architecture design, LLMs and GEN AI frameworks (Claude, Open AI, Anthropic, Llama, Vertex etc.)


• Basic understanding of SQL, Python.


• MS office and knowledge of visualization tools like Tableau & Power BI is preferred.


• Ability to articulate and measure the business value of recommendations/plans/strategies and KPI improvements across value stream


• Good to have techno functional experience on AWS, Google, Salesforce CRM, Microsoft Copilot, Cognigy, Cresta


• Strong background in consulting and developing client-centric solutions, combining the best of technology, AI, and data to address complex business challenges across customer experience and agent enablement


• Demonstrated expertise in cross-functional collaboration, working closely with technical teams (solution architects, Data & AI) and business teams to drive successful outcomes.


• Analytical mindset and problem-solving skills, with the ability to identify opportunities for AI-powered optimization in service processes.


• Experience in working with clients across multiple industries like Telco, S&P, Resources, Retail, Finance, Lifesciences, etc.

What’s in it for you?

• An opportunity to work on transformative projects with key G2000 clients


• Potential to Co-create with leaders in strategy, industry experts, enterprise function practitioners and, business intelligence professionals to shape and recommend innovative solutions that leverage emerging technologies.


• Ability to embed responsible business into everything - from how you service your clients to how you operate as a responsible professional.


• Personalized training modules to develop your strategy & consulting acumen to grow your skills, industry knowledge and capabilities


• Opportunity to thrive in a culture that is committed to accelerate equality for all.


• Engage in boundaryless collaboration across the entire organization.

About Accenture:

Accenture is a leading global professional services company, providing a broad range of services and solutions in strategy, consulting, digital, technology and operations. Combining unmatched experience and specialized skills across more than 40 industries and all business functions — underpinned by the world’s largest delivery network — Accenture works at the intersection of business and technology to help clients improve their performance and create sustainable value for their stakeholders. With 624,000 people serving clients in more than 120 countries, Accenture drives innovation to improve the way the world works and lives. Visit us at www.accenture.com

About Accenture Industry and Process:

Accenture I&P shapes our clients’ future, combining deep business insight with the understanding of how technology will impact industry and business models. Our focus on issues such as digital disruption, redefining competitiveness, operating and business models as well as the workforce of the future helps our clients find future value and growth in a digital world. Today, digital is changing the way organizations engage with their employees, business partners, customers https://www.accenture.com/in-en/careers

Accenture Global Network Song | Accenture in One Word

At the heart of every great change is a great human. If you have ideas, ingenuity and a passion for making a difference, come and be a part of our team.