Senior Customer Experience & Service Transformation Lead

parsionate; Amsterdam; On-site; EUR 120,000 - 180,000; Full time

Job summary

Accenture Song is seeking a Customer Experience and Service Transformation Manager in Amsterdam to accelerate growth for clients by transforming service ecosystems. You will lead programs across CRM/CCaaS, GenAI, and operating model changes, coaching teams and engaging stakeholders to deliver measurable outcomes.

You will influence strategy, drive delivery, and partner with executives to realize cost savings and revenue opportunities while advancing client satisfaction and efficiency.

Qualifications

• You are an expert in customer service and contact centers.
• You have led customer support transformations and are comfortable delivering large-scale technology change.
• You have experience with GenAI solutions to improve efficiency and customer/agent experiences.
• You can operate in both advisory and delivery roles, turning strategy into actionable plans.

Responsibilities

• 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

Job description

Accenture Song is seeking a Customer Experience and Service Transformation Manager in Amsterdam to accelerate growth for clients by transforming service ecosystems. You will lead programs across CRM/CCaaS, GenAI, and operating model changes, coaching teams and engaging stakeholders to deliver measurable outcomes.

You will influence strategy, drive delivery, and partner with executives to realize cost savings and revenue opportunities while advancing client satisfaction and efficiency.