Customer Experience Transformation Advisor

Accenture; Culver City (CA); On-site; USD 70,000 - 206,000; Full time

Job summary

Accenture in Culver City seeks a seasoned consultant to help clients transform customer service through strategy, process design and technology. You will evaluate offerings, shape visions, and propose strategic solutions aligned with business goals.

Lead delivery teams, define roadmaps, and collaborate with analytics to deliver customer-centric insights. You will also mentor junior staff and drive adoption of GenAI-enabled approaches across engagements.

Qualifications

• Minimum five years of management consulting experience with a focus on customer service.
• Experience selling ideas and proposals with business cases.
• Incorporating experience design and analytics into service processes.
• 3+ years of experience with Cloud (SaaS) solutions in a client ecosystem.
• 3+ years with customer service platforms (Salesforce, Dynamics, Amazon Connect, Genesys, NICE).
• 1+ years of experience with AI and front-end digital platforms.
• Deep knowledge in two or more areas of CS transformation and metrics.

Responsibilities

• 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

Skills

Leadership

Verbal skills

Management consulting

Agile

Solutioning

Tools

Salesforce

Dynamics

Amazon Connect

Genesys

NICE

Job description

Accenture in Culver City seeks a seasoned consultant to help clients transform customer service through strategy, process design and technology. You will evaluate offerings, shape visions, and propose strategic solutions aligned with business goals.

Lead delivery teams, define roadmaps, and collaborate with analytics to deliver customer-centric insights. You will also mentor junior staff and drive adoption of GenAI-enabled approaches across engagements.