Customer Experience Transformation Consultant

Accenture; Arlington (VA); On-site; USD 59,000 - 189,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Life insurance

401(k) plan

Job summary

Accenture Song seeks an expert in customer support and contact centers to help clients optimize and transform their customer service solutions. You will lead delivery for strategic initiatives, shape visions, and build business cases within agile environments, collaborating with design and analytics teams to deliver insights-driven, customer-centric outcomes.

The role emphasizes leadership, selling proposals, and leveraging AI and front-end platforms to improve service metrics, with

Qualifications

• Minimum five years of management consulting experience in customer service, customer support, contact center or digital customer field.
• Experience in solutioning, selling ideas and proposals; incorporating experience design and analytics into customer service processes.
• 3+ years with Cloud (SaaS) solutions in client ecosystems; 3+ years with customer service platform technologies (Salesforce, Dynamics, Amazon Connect, Genesys, NICE).
• 1+ year with AI and front-end digital platforms; deep knowledge in two or more of: customer service transformation, experience design, process implementation, workforce management, QA, training, IVR, digital platforms, call routing or metrics.

Responsibilities

• Evaluate clients’ current customer service offerings, identify gaps, shape vision and propose strategic solutions.
• Define business cases, roadmaps and implement solutions.
• Lead delivery teams to redesign organizational structure, processes, and technology capabilities for optimal customer service.
• Collaborate with designers and analytics teams to deliver customer-centric, insight-driven solutions.
• Advise on how to measure and improve customer-centric metrics; lead change-management initiatives.
• Establish stakeholder relationships and build long-term partnerships for Accenture; identify opportunities and drive business development.
• Manage and coach junior team members; contribute to thought leadership and grow expertise.

Skills

Customer support

Contact center experience

Leadership

Verbal communication

Agile delivery

Tools

Salesforce

Dynamics

Amazon Connect

Genesys

NICE

Job description

Accenture Song seeks an expert in customer support and contact centers to help clients optimize and transform their customer service solutions. You will lead delivery for strategic initiatives, shape visions, and build business cases within agile environments, collaborating with design and analytics teams to deliver insights-driven, customer-centric outcomes.

The role emphasizes leadership, selling proposals, and leveraging AI and front-end platforms to improve service metrics, with