Customer Experience & Service Transformation Management Consultant - Financial Services at Acce[...]

Hong Kong Study Skills Research Institute; Minneapolis (MN); On-site; USD 90,000 - 120,000; Full time

Job summary

Hong Kong Study Skills Research Institute seeks a Customer Experience & Service Transformation Management Consultant. This role, based in Minneapolis, focuses on enhancing client customer service offerings and leading delivery teams to optimize processes.

Candidates should have deep experience in management consulting, particularly in customer service and support. Knowledge of customer service technologies and previous work in financial services is essential. Benefits include competitive compensation and opportunities for professional growth.

Qualifications

• Minimum 5 years of experience in management consulting focusing on customer service.
• 1+ year supporting the Financial Services Industry.
• Experience with customer service platform technologies.

Responsibilities

• Evaluate current customer service offerings and identify gaps.
• Lead delivery teams to redesign clients' structures and processes.
• Manage and coach junior team members.

Skills

Management consulting

Customer service

Cloud solutions

Salesforce

Artificial intelligence

Customer service transformation

Tools

Salesforce

Dynamics

Amazon Connect

Genesys

NICE

Job description

Overview

Customer Experience & Service Transformation Management Consultant – Financial Services at Accenture (Minneapolis, MN).

Responsibilities

• Evaluate clients’ current customer service offerings, identify gaps, shape vision, and provide recommendations and propose strategic solutions.
• Define business cases, business and implementation roadmaps, and execute solutions.
• Lead delivery teams to redesign clients’ organizational structure, processes, and technology capabilities to 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.

Qualifications

• Minimum five (5) years of management consulting experience with a heavy focus on customer service, customer support, contact center environment or digital customer field, including solutioning and selling new ideas and proposals and incorporating experience design and analytics into customer service and support processes.
• 1+ year of experience supporting the Financial Services Industry.
• 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 with customer service platform technologies (Salesforce, Dynamics, Amazon Connect, Genesys, NICE, etc.).
• 1+ year 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 workforce 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.
• Experience 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 conducting analysis against benchmarks, producing recommendations, and performing implementations as a result of analysis and recommendations.
• Hands‑on experience with artificial intelligence, GenAI and conversational design.
• Experience in Product or Healthcare & Public sector service industries.

Travel

As required for client support.

Location

Primary residency within 90 minutes of an approved Accenture office.

Compensation

Compensation at Accenture varies depending on a wide array of factors, including but not limited to the specific office location, role, skill set, and level of experience.

Benefits

Information on benefits is available through Accenture resources.

Equal Employment Opportunity Statement

We believe that no one should be discriminated against because of their differences. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities. Accenture is an EEO and affirmative action employer of veterans/individuals with disabilities. Accenture is committed to providing veteran employment opportunities to our service men and women. Other employment statements: Applicants for employment in the US must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the United States. Candidates who are currently employed by a client of Accenture or an affiliated Accenture business may not be eligible for consideration. Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process. Further, at Accenture a criminal conviction history is not an absolute bar to employment. The Company will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. Additionally, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is required by a formal complaint or charge, or in furtherance of an investigation, proceeding, hearing, or action. California requires additional notifications for applicants and employees. If you are a California resident, live in or plan to work from Los Angeles County upon being hired for this position, additional important information is available.