GenAI-Driven Service Transformation Manager

Accenture; Amsterdam; Hybrid; EUR 90,000 - 150,000; Full time

Benefits offered by this job

Unlimited learning

Do Good volunteering

Transit allowance

Home office setup

Social events

Job summary

Accenture is seeking a senior advisor to lead customer service transformations for major clients in a fast-paced, agile environment. You will shape strategy and drive delivery, translating advisory insights into actionable plans and large-scale implementations.

The role blends strategic advisory with hands-on execution, emphasizing measurable cost savings and revenue opportunities through modern CRM/CCaaS platforms and GenAI-enabled operating models.

Qualifications

• 6–8 years in customer support leadership roles.
• Experience in solution selling and proposals.
• Experience with customer service transformation projects.
• Familiarity with cloud (SaaS) solutions.

Responsibilities

• Evaluate clients’ current customer service offerings and identify gaps and opportunities.
• Quantify business cases and sequence transformation roadmaps.
• Lead delivery teams to redesign organizational structures and processes.
• Collaborate across teams to deliver customer-centric, insight-driven solutions.
• Advise on leveraging CCaaS, CRM, and GenAI for target outcomes.
• Establish client relationships and drive new business opportunities.
• Coach junior team members and grow internal expertise.

Skills

Customer service

Executive ownership

Solution selling

Transformation programmes

Team leadership

Education

Master’s degree

Tools

Salesforce

Dynamics

Job description

Accenture is seeking a senior advisor to lead customer service transformations for major clients in a fast-paced, agile environment. You will shape strategy and drive delivery, translating advisory insights into actionable plans and large-scale implementations.

The role blends strategic advisory with hands-on execution, emphasizing measurable cost savings and revenue opportunities through modern CRM/CCaaS platforms and GenAI-enabled operating models.