Customer Service Transformation Consultant to Accenture Song in Oslo

Accenture PLC; Oslo; Sur place; NOK 700 000 - 1 000 000; Plein temps

Résumé du poste

Accenture Song in Oslo is seeking a Customer Service Transformation Consultant to help clients redesign customer service through strategies, operating models and modern CRM/GenAI solutions.

You’ll work with a multidisciplinary team, influence senior stakeholders and deliver practical, value-driven transformation programs across CRM, CCaaS and analytics.

Join a collaborative, flexible environment with ongoing learning opportunities and global colleagues across client projects.

Qualifications

• 3–5 years of relevant experience with customer service or support.
• Experience leading transformation projects in customer service.
• Experience developing ideas and proposals for service improvements.
• Fluency in Norwegian (spoken and written).

Responsabilités

• Assess clients' customer-service organizations and capabilities; identify opportunities.
• Build business cases; quantify value; define transformation roadmaps.
• Redesign operating models, processes and technology for better customer experiences.
• Collaborate with designers, developers, data scientists and industry specialists.
• Advise clients on CRM, CCaaS and GenAI to improve revenue and experiences.
• Develop proposals and support opportunity development; nurture client relationships.
• Mentor junior colleagues and contribute to team collaboration.

Connaissances

Customer service

Transformation projects

Stakeholder ownership

Proposal development

Agile experience

Norwegian language

Consulting experience

CRM platforms

GenAI

Cloud solutions

Formation

Master’s degree

Outils

Salesforce

Dynamics 365

CRM

CCaaS

GenAI

Description du poste

We are looking for a Customer Service Transformation Consultant to join Accenture Song’s Service team in Oslo. You will help clients transform customer service by redesigning strategies and operating models and implementing modern CRM, CCaaS, data and AI solutions.

About Accenture Song and the team

Accenture Song helps clients accelerate growth by combining strategy, design, technology, data, creative and marketing capabilities to create relevant customer experiences. Within Song, our Service team helps organizations transform customer service by combining technology modernization with redesigned processes, workforce and governance to create proactive, conversational experiences and measurable value.

You will join eight engaged colleagues who work across diverse client projects while staying connected through regular meet-ups and knowledge sharing. You will also help strengthen a collaborative culture where people thrive.

Visit us Here.

Who we’re looking for

You understand customer service and contact-center ecosystems, including what drives demand and how digital self-service, CRM, CCaaS and GenAI can improve customer and agent experiences. You can shape strategy and target solutions, translate them into practical plans, and support implementation.

You have contributed to customer-support transformations and are developing experience leading workstreams, quantifying value and supporting proposals. You thrive in agile environments, combine analytical and creative thinking, and communicate effectively with colleagues and client stakeholders.

What you’ll do

• Assess clients’ customer-service organizations and capabilities, identify opportunities, and recommend solutions aligned with their business goals.

• Build business cases, quantify value, prioritize initiatives and define transformation roadmaps.

• Help redesign operating models, organizations, processes and technology to improve customer-service experiences.

• Collaborate with designers, developers, data scientists and industry specialists to deliver customer-centric solutions.

• Advise clients on using CRM, CCaaS and GenAI to increase revenue, reduce costs and improve experiences and performance measures.

• Build client relationships and support proposals, opportunity development and new business.

• Contribute to team collaboration and the development of junior colleagues.

We combine meaningful in-person time for collaboration, learning and relationship building with flexibility that supports your individual work-life needs.

Job Qualifications

What you’ll bring

• 3–5 years of relevant experience in customer service or support, including stakeholder ownership, leadership and sales-related responsibilities.

• Strong knowledge of customer-service processes and capabilities, with experience contributing to complex transformation projects.

• Experience developing ideas and proposals and applying experience design and analytics to customer service.

• Understanding of cloud solutions and how they fit within a client’s broader application ecosystem.

• Experience with customer-service platforms such as Salesforce or Dynamics, plus AI and digital front-end platforms.

• A master’s degree.

Bonus points if

• You have consulting experience.

• You are fluent in spoken and written Norwegian.

What’s in it for you?

Build your career in a flexible, inclusive and trust-based environment. You’ll have access to continuous learning, dedicated career guidance and a global network of colleagues—while using leading technologies to solve meaningful client challenges.

Some of the benefits we offer:

• Extensive learning opportunities, including courses, workshops, certifications and professional development.

• Competitive pension, health, personnel and travel insurance.

• Flexible working and home-office support.

• Employee discounts and access to social, sports and professional communities.

• Team activities and access to company cabins in Hemsedal.