Customer Experience Transformation Advisory Leader

Accenture; New York (NY); On-site; USD 66,000 - 206,000; Full time

Benefits offered by this job

Medical/dental/vision

401(k) plan

Bonuses

Paid holidays

Paid time off

Job summary

Accenture Song seeks an expert in customer support and contact centers to help clients transform service delivery using data-driven insights and GenAI. You will shape strategies, lead delivery teams, and partner with executives to drive value across customer journeys.

Role requires deep experience in transformation programs, selling proposals, and managing complex engagements in agile environments. Travel as needed; residency near an Accenture office is preferred.

Qualifications

• Five+ years in management consulting with a focus on customer service or digital support.
• Experience in solutioning, selling ideas, and building business cases.
• Experience applying analytics to customer service and support processes.
• Three+ years with Cloud (SaaS) solutions in a client ecosystem.
• Three+ years with customer service platforms such as Salesforce, Dynamics, Amazon Connect, Genesys or NICE.
• One+ year with AI and front-end digital platforms.

Responsibilities

• Evaluate clients' current customer service offerings, identify gaps and shape a strategic vision.
• Define business cases, roadmaps and implement delivery of solutions.
• Lead teams to redesign organizational structure, processes, and tech capabilities.
• Collaborate with design and analytics teams to deliver customer-centric insights.
• Advise on measuring and improving customer-centric metrics.
• Lead change-management to drive adoption and successful implementation.
• Build long-term relationships with client stakeholders and Accenture.
• Identify opportunities and drive business development for Accenture Consulting.
• Coach junior team members and grow your own expertise.
• Contribute to thought leadership to sustain Accenture's position.

Skills

Management consulting

Customer service

Leadership

Solutioning & proposals

Digital transformation

Tools

Salesforce

Dynamics 365

Amazon Connect

Genesys

NICE

Job description

Accenture Song seeks an expert in customer support and contact centers to help clients transform service delivery using data-driven insights and GenAI. You will shape strategies, lead delivery teams, and partner with executives to drive value across customer journeys.

Role requires deep experience in transformation programs, selling proposals, and managing complex engagements in agile environments. Travel as needed; residency near an Accenture office is preferred.