Customer Experience Transformation Consultant

Accenture

Scottsdale (AZ)

On-site

USD 120,000 - 190,000

Full time

14 days+

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Job summary

Accenture 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, define roadmaps, and collaborate with analytics teams to deliver customer-centric, insight-driven results.

You bring a track record in management consulting, experience with SaaS cloud solutions, and strong selling and storytelling skills to drive proposals and business development. Remote-ready with travel as needed.

Qualifications

Minimum five years of management consulting experience with heavy focus in customer service, contact center or digital customer field.
Solutioning and selling new ideas and proposals.
Incorporating experience design and analytics into customer service and support processes.
3+ years of experience with Cloud (SaaS) solutions and how they fit into a client’s application ecosystem.
3+ years of experience with Customer service platform technologies (Salesforce, Dynamics, Amazon Connect, Genesys, NICE).
1+ years of experience with Artificial intelligence and front-end digital platforms.
3+ years of deep knowledge in two or more areas: customer service transformation, experience design, process implementation, staffing/training, IVR, digital platforms, KPIs, vendor management.

Responsibilities

Evaluate clients’ current customer service offerings, identify gaps, shape vision, provide recommendations and propose strategic solutions.
Define business cases, roadmaps, and execute solutions.
Lead delivery teams to redesign organizational structure, processes, and technology capabilities for better customer service.
Collaborate with visual designers and analytics teams to deliver insights-driven solutions.
Advise clients on metrics to measure and improve customer-centric performance.
Lead change-management initiatives to drive adoption and implementation success.
Establish relationships with client stakeholders and build long-term partnerships for Accenture.
Identify opportunities and drive business development to grow Accenture Consulting.
Mentor junior team members and grow own expertise.
Contribute to thought leadership to maintain Accenture’s leadership position.