Customer Experience Transformation Advisory Lead

Accenture; Saint Petersburg (FL); On-site; USD 70,000 - 195,000; Full time

Job summary

Accenture in the United States seeks a senior consultant to transform client customer service by shaping vision, building business cases, and executing strategic roadmaps across contact centers and digital platforms.

You will lead delivery teams, collaborate with analytics and design professionals, and drive adoption of AI-enabled solutions while tracking customer-centric metrics and building lasting client partnerships.

Qualifications

• Three+ years of management consulting experience with heavy focus in customer service, contact center, 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 with Cloud (SaaS) solutions and their fit into a client’s application ecosystem.
• 3+ years with Customer service platforms (Salesforce, Dynamics, Amazon Connect, Genesys, NICE).
• 1+ years with AI and front-end digital platforms.
• 3+ years of deep functional knowledge in customer service transformation, experience design, process implementation, or related areas.

Responsibilities

• Evaluate clients’ current customer service offerings, identify gaps, shape vision, provide recommendations and propose strategic solutions.
• Define business cases, roadmaps, and implement solutions.
• Lead delivery teams to redesign organizational structure, processes, and technology capabilities for optimal service.
• Collaborate with designers and analytics teams to deliver customer-centric, insight-driven solutions.
• Advise clients on measuring and improving customer-centric metrics.
• Lead change-management initiatives to drive adoption and smooth implementation.
• Establish relationships with client stakeholders and build long-term partnerships for Accenture.
• Identify opportunities and drive business development for Accenture Consulting.
• Manage and coach junior team members and expand personal expertise.
• Contribute to perspectives and thought leadership to maintain Accenture’s market stance.

Skills

Management consulting

Customer service

Contact center

Solution selling

Experience design

Analytics

Cloud (SaaS)

CRM platforms

Artificial intelligence

Leadership

Tools

Salesforce

Dynamics 365

Amazon Connect

Genesys

NICE

Job description

Accenture in the United States seeks a senior consultant to transform client customer service by shaping vision, building business cases, and executing strategic roadmaps across contact centers and digital platforms.

You will lead delivery teams, collaborate with analytics and design professionals, and drive adoption of AI-enabled solutions while tracking customer-centric metrics and building lasting client partnerships.