Customer Experience Transformation Advisory Consultant

Accenture; Boston (MA); On-site; USD 64,000 - 189,000; Full time

Job summary

Accenture is seeking an experienced leader in customer service transformation to help clients optimize support operations and adopt GenAI-enabled solutions. You will shape strategy, build business cases, and guide delivery teams to deliver measurable improvements in customer experience.

Travel as needed, with primary residency near an Accenture office in Massachusetts. You will engage with executives, collaborate across design and analytics teams, and drive adoption of innovative, data-driven

Qualifications

• Minimum five years of management consulting experience with heavy focus working in customer service, customer support, contact center environment or digital customer field including:
• 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: customer service transformation, customer service experience design, contact forecasting, workforce management, or related areas

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 and position client’s 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

Leadership

Verbal skills

Customer service

Agile

Tools

Salesforce

Dynamics

Amazon Connect

Genesys

NICE

Job description

Accenture is seeking an experienced leader in customer service transformation to help clients optimize support operations and adopt GenAI-enabled solutions. You will shape strategy, build business cases, and guide delivery teams to deliver measurable improvements in customer experience.

Travel as needed, with primary residency near an Accenture office in Massachusetts. You will engage with executives, collaborate across design and analytics teams, and drive adoption of innovative, data-driven