Customer Experience and Service Transformation Manager

Accenture the Netherlands; Amsterdam; On-site; EUR 90,000 - 130,000; Full time

Benefits offered by this job

Unlimited learning

‘Do Good’ volunteering program

Transport budget (NS‑Business card)

Laptop, iPhone, home office setup

Job summary

Accenture Song is seeking a seasoned Service Architect to help clients reinvent service through Human + Agentic AI, modern CRM/CCaaS platforms, and AI-enabled operating models. You will lead cross‑functional delivery, shaping strategy and translating it into actionable plans, while driving large-scale transformations across global accounts.

You will work in an agile, fast-paced environment with a team of 15+ colleagues, coaching others and delivering measurable client value through innovative

Qualifications

• 6–8 years of experience in a role with customer support, leadership and selling duties.
• Experience with customer service and support business processes and capabilities.
• Experience with solutioning and selling ideas and proposals.
• Familiarity with AI-enabled platforms and analytics.

Responsibilities

• Evaluate clients’ customer service offerings, identify gaps, and propose strategic solutions.
• Quantify value and sequence transformation roadmaps to realize benefits.
• Lead delivery teams to redesign organizational structure, processes and technology.
• Collaborate across teams to deliver customer-centric, insight-driven solutions.
• Advise on technologies like CCaaS, CRM, and GenAI to achieve outcomes.
• Measure success and improve customer-centric metrics.
• Build long-term client relationships for Accenture.
• Drive new business development for client transformations.
• Coach junior team members and grow expertise.

Skills

Customer support

Leadership

Sales experience

Transformation projects

Cloud SaaS solutions

CRM platforms: Salesforce/Dynamics

AI understanding

Education

Master’s degree

Tools

Salesforce

Dynamics

Job description

We are:

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. Visit us at: www.accenture.com/song.

We are:

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. Visit us at: www.accenture.com/song.

Team

The Service team is responsible for helping clients reinvent Service through Human + Agentic AI, modern CRM/CCaaS platforms and AI-enabled operating models — delivering measurable client value. We help clients move from reactive, channel-based service to proactive, conversational experiences by combining AI agents with human expertise. We transform CRM, CCaaS and customer service ecosystems through platform modernization, Conversational AI, Agentic AI, data integration and knowledge management. We redesign operating models, workforce, processes and governance to maximize the value of AI and continuously improve performance.

Our Service team consists of 15 talented and engaged colleagues. We work on diverse client projects but stay closely connected through regular meet-ups and knowledge sharing – fostering an energetic, collaborative culture where you’ll also play a key role in coaching and developing others.

You are:

You are an expert in customer service and contact centers, with an understanding of the customer service ecosystems and technology. You understand the ins and outs of customer support organizations, what drives call volume, how to 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 bring this expertise from both an advisory and delivery perspective: shaping the strategy and target solution while also translating it into actionable plans and driving implementation. You’ve experimented with or implemented GenAI solutions and understand how they can be used to drive efficiencies and enhance the experience for both customers and agents.

You’ve previously led customer support transformations and understand what it takes to deliver large-scale technology change. You are comfortable moving from strategy and advisory into hands‑on delivery, identifying and quantifying cost savings or revenue opportunities, defining initiatives to realize value, and executing them through implementation. Additionally, you are familiar with the selling process and have pitched proposals and solutions to solve client problems.

Working in an agile, fast‑paced environment at the forefront of new trends energizes you, and you’re at your best when contributing to a team. You combine creative and analytical thinking with a get‑it‑done mentality, turning complex challenges into practical solutions and measurable outcomes. Your leadership and communication skills are strong, and you know how to work effectively with everyone from junior colleagues to executive stakeholders.

The work:

• Evaluate clients’ current customer service offerings and organizations, identify gaps and opportunities, generate and prioritize recommendations, offering strategic solutions that address their unique needs and business goals
• Quantify business cases, estimating the value impact of your recommendations, and sequence transformation roadmaps to realize benefits over time
• Lead delivery teams to redesign clients’ organizational structure, processes, and technology capabilities so they can deliver optimal customer service experiences
• Collaborate across teams, from visual designers to developers and data scientists to in‑industry subject matter advisors, to generate insights and deliver customer‑centric, insight‑driven solutions
• Help advise on how technologies, including CCaaS, CRM, and GenAI can be leveraged to deliver on target outcomes such as revenue growth, cost‑savings, and improved experiences
• Advise clients on ways to measure success and improve their customer‑centric metrics
• Establish relationships with client stakeholders and build long‑term partnerships for Accenture
• Identify opportunities and drive new business development efforts to help new and existing clients transform their customer service
• Manage and coach junior team members, and continue to grow your own expertise

With all our roles, there is some in‑person time for collaboration, learning and building relationships with clients, peers, leaders, and communities. As an employer, we will be as flexible as possible to support your specific work/life needs.

Here’s what you need:

• 6–8 years of experience in a role with customer support, executive ownership, leadership, and selling duties such as:
• Working in‑depth with customer service and support business processes and capabilities
• Solutioning and selling new ideas and proposals
• Incorporating experience design and analytics into customer service, and support processes
• Leading and understanding large, complex global transformation projects
• Cloud (SaaS) solutions and determining how they fit into a client’s larger application ecosystem
• Customer service platform technologies such as Salesforce and Dynamics
• Artificial intelligence and front‑end digital platforms
• A master’s degree

Bonus points if:

• You have experience in consulting
• You have expertise working with organizations within Financial Services, Consumer Goods and/or Retail
• You are fluent in Dutch (spoken and written)

What’s in it for you?

Accenture is a global company with a world‑class brand and reputation. Our people are Change Makers, and to support them as an employer, we make five promises:

Work with flexibility, in a culture based on trust.

Embrace a sustainable growth mindset.

Live a human‑led culture of Inclusion & Diversity by caring deeply for all our people.

Lead and transform our clients with technology.

Connect with our global network of 700,000 colleagues.

These promises are reflected through our excellent employee benefits, including:

• Unlimited learning: access to thousands of free courses, classes and workshops.
• ‘Do Good’ volunteering program.
• Paid transport (budget for electric bicycle or car, NS‑Business card);
• A laptop, iPhone, and home office setup allowance.
• Social activities like Friday Drinks, sport events and parties

What we believe

Accenture is an equal opportunity employer. Our leaders are committed to building a better, stronger and more equitable company for future generations to create positive, long‑lasting change. Inclusion and diversity are fundamental to our culture and core values. We celebrate diversity and are committed to creating an inclusive environment for all employees. Our rich diversity makes us more innovative and creative, which helps us better serve our clients and our communities.

Our position as partner to many of the world’s leading businesses, organizations and governments affords us both an extraordinary opportunity and a tremendous responsibility to make a difference. Sustainability is one of our greatest responsibilities, which we embed it into everything we do and for everyone we work with.