Customer Experience & Service Transformation Lead

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

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