Customer Experience Transformation Advisor - GenAI Enabled

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

Job summary

Accenture is seeking a senior consultant specializing in customer support transformation to help clients optimize their contact centers and digital support channels. You will evaluate current offerings, define roadmaps, and lead delivery teams to redesign processes and technology to deliver superior customer experiences.

With deep knowledge of AI, analytics, and cloud SaaS, you will partner with stakeholders, create compelling business cases, and drive adoption across organizations, while

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

Job description

Accenture is seeking a senior consultant specializing in customer support transformation to help clients optimize their contact centers and digital support channels. You will evaluate current offerings, define roadmaps, and lead delivery teams to redesign processes and technology to deliver superior customer experiences.

With deep knowledge of AI, analytics, and cloud SaaS, you will partner with stakeholders, create compelling business cases, and drive adoption across organizations, while