Customer Experience & Service Transformation Advisory Manager

Accenture; Chicago (IL); On-site; USD 87,000 - 254,000; Full time

Job summary

Accenture Song is hiring a senior management consultant to accelerate customer service transformation for major clients. You will shape visions, define roadmaps, and lead delivery teams to reimagine processes, systems, and platforms with an emphasis on AI and digital channels.

The role requires 6+ years in management consulting with strong stakeholder engagement, and experience selling proposals and business cases in cloud/SaaS environments.

Qualifications

• Minimum six years in management consulting focusing on customer service or digital customer solutions.
• 3+ years with Cloud SaaS solutions within client ecosystems.
• 2+ years with AI and front-end digital platforms.
• 3+ years in customer service platforms (Salesforce, Dynamics, etc.)

Responsibilities

• Evaluate client customer service offerings, identify gaps, and propose strategic solutions.
• Define business cases, roadmaps, and implement solutions.
• Lead delivery teams to redesign organizations, processes, and tech capabilities.
• Collaborate with analytics to deliver customer-centric insights.
• Advise on metrics and drive adoption and change management.
• Build long-term client relationships and contribute to business development.

Skills

Management consulting

Customer service

Agile methodologies

Solution selling

Team leadership

Stakeholder management

Education

Bachelor's degree

Tools

Salesforce

Dynamics

Amazon Connect

Genesys

NICE

Job description

We are: Accenture Song accelerates growth and value for our clients through sustained customer relevance. Our capabilities span ideation to execution: growth, product and experience design; technology and experience platforms; creative, media and marketing strategy; and campaign, content and channel orchestration. With strong client relationships and deep industry expertise, we help our clients operate at the speed of life through the unlimited potential of imagination, technology and intelligence. Visit us at: www.accenture.com/song

You are: An expert in customer support and contact centers, with an understanding of the software / technology that enables day‑to‑day operations. You understand the ins and outs of customer support organizations what drives call volume, how to unlock and deliver customer value and think about customer support in a digital, self‑service manner and you’re ready to apply your knowledge to help clients optimize and transform their customer service solutions. You’ve led a customer support transformation previously are currently experimenting with how GenAI can impact your business and understand large scale technology delivery. Additionally, you are familiar with the selling processes, and you’ve pitched proposals with business cases and solutions to help solve problems. Working in an agile, fast‑paced environment energizes you, and you’re at your best when contributing to a team. You’re always ready to dive deep into creative and analytical thinking to solve problems and transform challenges into opportunities. Leadership and verbal skills Yours are top‑drawer, and you know how to work well with everyone from junior colleagues to executive stakeholders.

The work

• Evaluate clients’ current customer service offerings, identify gaps, shape vision, provide recommendations and propose strategic solutions that address their unique needs and business goals
• Define business cases, business and implementation roadmaps, and execute solutions
• Lead delivery teams to redesign clients’ organizational structure, processes, and technology capabilities so they can deliver optimal customer service experiences
• Collaborate with visual designers and analytic teams to generate insights and deliver customer centric, insight driven solutions
• Advise clients on ways to measure and improve their customer‑centric metrics
• Lead change‑management initiatives that drive adoption, ease implementation, and position clients’ customer‑service solutions for ongoing success
• Establish relationships with client stakeholders and build long‑term partnerships for Accenture
• Identify opportunities and drive business development efforts to build the Accenture Consulting practice
• Manage and coach junior team members, and continue to grow your own expertise
• Contribute to perspectives and thought leadership to help Accenture maintain its thought‑leadership position

Job Requirements

Travel: As required for client support. Location: Primary residency within 90 minutes of an approved Accenture office.

Here’s what you’ll need

• A minimum six (6) years of management consulting experience with heavy focus working in customer service, customer support, contact center environment or digital customer field including: Solutioning and selling new ideas and proposals
• 3+ years of experience working with: Cloud (SaaS) solutions and determining how they fit into a client’s larger application ecosystem
• At least 2 years of experience working with: Cloud (SaaS) solutions and determining how they fit into a client’s larger application ecosystem Artificial intelligence and front‑end digital platforms
• 3+ years of experience working with Customer service platform technologies (such as Salesforce, Dynamics, Amazon Connect, Genesys, NICE etc.)
• 1+ years of experience working with Artificial intelligence and front‑end digital platforms
• 3+ years of deep functional knowledge in two or more of the following areas: customer service transformation, customer service experience design and customer service process implementation, contact forecasting and work force management, quality management, center staffing and training, technology support, IVR design and implementation, digital customer service technology platforms/Call routing, reporting metrics/KPIs, and supplier/contract management

Bonus points if

• Experience in evaluating benchmark data (e. g. customer, process, financial benchmarks); web/chat/ email contacts, social media, contact center technology sales or project management experience with center start‑ups, consolidation or outsourcing
• Experience in conducting analysis against benchmarks, producing recommendations, and performing implementations as a result of analysis and recommendations
• Have hands on experience with artificial intelligence, GenAI and conversational design
• Experience in one of more of the industry verticals: Hi‑Tech, Communications & Media, Health/Healthcare, Financial Services, Life Science/MedTech
• A Bachelor’s degree in engineering, computer science, information systems, or business is highly preferred for this role, given its emphasis on strategic thinking, business design, and executive‑level problem‑solving.

Compensation at Accenture varies depending on a wide array of factors, which may include but are not limited to the specific office location, role, skill set, and level of experience. As required by local law, Accenture provides a reasonable range of compensation for roles that may be hired as set forth below. We anticipate this job posting will be posted until 06/17/2026.

Accenture offers a market competitive suite of benefits including medical, dental, vision, life, and long‑term disability coverage, a 401(k) plan, bonus opportunities, paid holidays, and paid time off.

U.S. Employee Benefits | Accenture

• Role Location Annual Salary Range California $94,400 to $293,800
• Cleveland $87,400 to $235,000
• Colorado $94,400 to $253,800
• District of Columbia $100,500 to $270,300
• Illinois $87,400 to $253,800
• Maine $80,400 to $216,200
• Maryland $94,400 to $253,800
• Massachusetts $94,400 to $270,300
• Minnesota $94,400 to $253,800
• New York $87,400 to $293,800
• New Jersey $100,500 to $293,800
• Virginia $87,400 to $270,300
• Washington $100,500 to $270,300

About Accenture

Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation‑led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the worlds leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.

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