Customer Experience Transformation Consultant

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

Job summary

Accenture Song is seeking an expert in customer support and contact centers to help clients optimize and transform their customer service solutions. You will lead delivery teams, shape strategic roadmaps, and leverage GenAI to enhance performance while collaborating with executives and stakeholders.

Primary residency within 90 minutes of an Accenture office in California, with 5+ years in management consulting focused on customer service, and hands-on experience with Salesforce, Dynamics, Amazon

Qualifications

• Minimum five years of management consulting experience with heavy focus on customer service, customer support, 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 of cloud (SaaS) solutions experience within a client’s application ecosystem.
• 3+ years of experience with customer service platform technologies such as Salesforce, Dynamics, Amazon Connect, Genesys, NICE.
• 1+ years of experience with artificial intelligence and front-end digital platforms.
• 3+ years of deep knowledge in customer service transformation, experience design, process implementation, staffing and training, call routing, and metrics.

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.
• Collaborate with design and analytics teams to deliver insight-driven customer solutions.
• Advise clients on measuring and improving customer-centric metrics.
• Lead change-management initiatives to drive adoption and successful implementation.
• Establish relationships with client stakeholders and build long-term partnerships.
• Identify opportunities and drive business development for Accenture Consulting.
• Coach junior team members and grow your own expertise.

Skills

Management consulting

Customer service

Solutioning

Analytics

Leadership

Agile

Communication

Tools

Salesforce

Dynamics

Amazon Connect

Genesys

NICE

Job description

Accenture Song is seeking an expert in customer support and contact centers to help clients optimize and transform their customer service solutions. You will lead delivery teams, shape strategic roadmaps, and leverage GenAI to enhance performance while collaborating with executives and stakeholders.

Primary residency within 90 minutes of an Accenture office in California, with 5+ years in management consulting focused on customer service, and hands-on experience with Salesforce, Dynamics, Amazon