Customer Experience Transformation Manager
Socket.dev
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Job summary
Accenture Song seeks a senior consultant to lead customer service transformation initiatives across major client programs. You will evaluate existing offerings, define roadmaps, and drive end-to-end solutions in an agile, fast-paced environment.
You will collaborate with design and analytics teams, lead change-management efforts, and build long-term client partnerships while advancing the consulting practice.
Qualifications
- Six or more years in management consulting with a focus on customer service and contact centers.
- Experience designing and delivering customer service transformations.
- Experience with cloud (SaaS) solutions and enterprise ecosystems.
- Knowledge of AI, front-end digital platforms and analytics in customer service.
- Proven ability to sell ideas, create business cases, and drive proposals.
Responsibilities
- Evaluate clients’ current customer service offerings, identify gaps and shape a strategic solution vision.
- Define business cases, roadmaps, and implement solutions.
- Lead delivery teams to redesign organizational structure, processes and technology.
- Collaborate with design and analytics teams to deliver insight-driven customer experiences.
- Advise on metrics to measure and improve customer-centric performance.
- Lead change-management initiatives to ensure adoption and long-term success.
Skills
Education
Tools
Job description
Accenture Song seeks a senior consultant to lead customer service transformation initiatives across major client programs. You will evaluate existing offerings, define roadmaps, and drive end-to-end solutions in an agile, fast-paced environment.
You will collaborate with design and analytics teams, lead change-management efforts, and build long-term client partnerships while advancing the consulting practice.
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