Customer Service Transformation Lead | Flexible Work

Accenture Nordics

Oslo

Hybrid

NOK 900,000 - 1,200,000

Full time

4 days ago

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Job summary

Accenture Song in Oslo is seeking a Customer Service Transformation Consultant to help clients redesign customer service strategies, operating models and implement modern CRM, CCaaS, data and AI solutions.

You will work with designers, developers, data scientists and industry specialists to deliver customer‑centric solutions and strengthen a collaborative, flexible culture that supports work‑life balance.

Qualifications

3–5 years of relevant experience in customer service or support.
Strong knowledge of customer-service processes and capabilities.
Experience applying experience design and analytics to customer service.
Understanding of cloud solutions within a client’s application ecosystem.
Experience with Salesforce or Dynamics and AI/digital front-end platforms.
Master’s degree.

Responsibilities

Assess clients' customer-service organizations and identify opportunities.
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.