Customer Experience Transformation Consultant

Accenture PLC

San Francisco (CA)

On-site

USD 70,000 - 206,000

Full time

10 days ago

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Benefits offered by this job

Medical benefits

401(k) plan

Bonus opportunities

Paid holidays

Paid time off

Job summary

Accenture Song seeks a senior expert in customer support and contact centers to drive transformation for clients. You will assess current offerings, shape a strategic vision, and define roadmaps to deliver scalable, AI-enabled customer service solutions.

You’ll lead cross-functional teams, collaborate with design and analytics, and advocate for measurable customer-centric outcomes. Travel is required for client support, with location flexibility near an approved Accenture office.

Qualifications

3+ years of management consulting experience with heavy focus on customer service, contact centers, or digital customer field.
Experience with Cloud (SaaS) solutions and their fit in client ecosystems.
Experience with customer service platforms (Salesforce, Dynamics, Amazon Connect, Genesys, NICE).
1+ years of AI/digital platform experience.
Deep knowledge in multiple areas of customer service transformation and related processes.

Responsibilities

Evaluate clients’ current customer service offerings; identify gaps and propose strategic solutions.
Define business cases, roadmaps, and implement solutions.
Lead delivery teams to redesign organizational structure, processes, and tech capabilities for optimal service.
Collaborate with design and analytics teams to deliver customer-centric insights.
Advise on how to measure and improve customer-centric metrics.