Customer Experience & Service Transformation Management Advisory Consultant

Accenture PLC; San Francisco (CA); On-site; USD 70,000 - 206,000; Full time

Benefits offered by this job

Medical benefits

401(k) plan

Bonus opportunities

Paid holidays

Paid time off

Job summary

Accenture Song seeks a senior expert in customer support and contact centers to drive transformation for clients. You will assess current offerings, shape a strategic vision, and define roadmaps to deliver scalable, AI-enabled customer service solutions.

You’ll lead cross-functional teams, collaborate with design and analytics, and advocate for measurable customer-centric outcomes. Travel is required for client support, with location flexibility near an approved Accenture office.

Qualifications

• 3+ years of management consulting experience with heavy focus on customer service, contact centers, or digital customer field.
• Experience with Cloud (SaaS) solutions and their fit in client ecosystems.
• Experience with customer service platforms (Salesforce, Dynamics, Amazon Connect, Genesys, NICE).
• 1+ years of AI/digital platform experience.
• Deep knowledge in multiple areas of customer service transformation and related processes.

Responsibilities

• Evaluate clients’ current customer service offerings; identify gaps and propose strategic solutions.
• Define business cases, roadmaps, and implement solutions.
• Lead delivery teams to redesign organizational structure, processes, and tech capabilities for optimal service.
• Collaborate with design and analytics teams to deliver customer-centric insights.
• Advise on how to measure and improve customer-centric metrics.

Skills

Customer support

Contact center

Leadership

Verbal communication

Agile delivery

GenAI concepts

Tools

Salesforce

Dynamics 365

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

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 three (3) 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
  • Incorporating experience design and analytics into customer service, and support processes
• 3+ years of experience working with: Cloud (SaaS) solutions and determining how they fit into a client’s larger application ecosystem
• 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

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 12/01/2026.

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. See more information on our benefits here: U.S. Employee Benefits | Accenture

Role Location Annual Salary Range California $70,350 to $205,800 Colorado $63,800 to $177,800 Connecticut $63,800 to $177,800 District of Columbia $68,000 to $189,300 Illinois $59,100 to $177,800 Maine $54,400 to $151,400 Maryland $63,800 to $177,800 Massachusetts $63,800 to $189,300 Minnesota $63,800 to $177,800 New York $66,300 to $205,800 New Jersey $68,000 to $205,800 Ohio $59,100 to $164,600 Virginia $59,100 to $189,300 Washington $80,200 to $189,300

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