Customer Experience Transformation Advisor

Accenture; Milwaukee (WI); On-site; USD 110,000 - 185,000; Full time

Job summary

Accenture Song accelerates growth and value for clients through customer-centric design and technology. This role focuses on evaluating current customer service offerings, shaping a vision, and proposing strategic solutions that align with business goals.

You will lead delivery teams, collaborate with analytics, and drive change-management to ensure adoption and ongoing success in a fast-paced environment.

Qualifications

• 5+ years of management consulting experience with heavy focus on customer service or digital customer field.
• Experience in solutioning and selling new ideas and proposals.
• Incorporating experience design and analytics into customer service and support processes.
• 3+ years of experience with Cloud (SaaS) solutions in a client ecosystem.
• 3+ years with customer service platform technologies (Salesforce, Dynamics, Amazon Connect, Genesys, NICE).
• 1+ years of experience with AI and front-end digital platforms.
• 3+ years deep knowledge in two or more areas of customer service transformation or related fields.

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
• Contribute to perspectives and thought leadership to help Accenture maintain its thought-leadership position

Skills

Management consulting

Customer service

Solution selling

Digital analytics

Agile

Tools

Salesforce

Dynamics

Amazon Connect

Genesys

NICE

Job description

Accenture Song accelerates growth and value for clients through customer-centric design and technology. This role focuses on evaluating current customer service offerings, shaping a vision, and proposing strategic solutions that align with business goals.

You will lead delivery teams, collaborate with analytics, and drive change-management to ensure adoption and ongoing success in a fast-paced environment.