Customer Intelligence & AI Readiness Strategist

accenturefederalservices; Washington (District of Columbia); On-site; USD 120,000 - 180,000; Full time

Job summary

Accenture Federal Services seeks a Customer Intelligence & AI Readiness Strategist to define and mobilize the vision, roadmap, and operating model for customer intelligence and AI readiness across the organization. You will align capabilities, platforms, processes, and investments to enable data-driven decisions and continuous improvement.

The role partners with Content Strategy, UX Research, and Analytics teams to drive governance, data quality, and adoption of AI-enabled experiences, ensuring

Qualifications

• 5+ years of experience developing and implementing strategies for customer experience and digital transformation.
• Experience defining roadmaps, operating models, governance frameworks, or capability strategies.
• Experience collaborating across cross-functional teams across content strategy, UX research, analytics, governance, data, technology, and business stakeholders.
• Familiarity with customer intelligence, digital analytics, content strategy, governance, taxonomy, and experience measurement.

Responsibilities

• Define and lead the roadmap for customer intelligence and AI readiness capabilities, establishing vision, priorities, operating model, and investment strategy.
• Assess, recommend, and mobilize platforms, processes, and governance structures for the full insight lifecycle.
• Evaluate readiness for AI-driven discovery and engagement, including AI search, conversational experiences, content quality, metadata maturity, and discoverability.
• Develop business cases, implementation strategies, and adoption roadmaps for customer intelligence capabilities and related technologies.
• Partner with Content Strategy, UX Research, Audience Research, Customer Analytics, Governance, Data, and AI teams to align priorities and ensure insight-generating capabilities are integrated across the digital ecosystem.
• Establish governance practices that improve data quality, stewardship, and strategic use of customer, content, experience, and operational data.

Skills

Customer experience

Digital transformation

Customer intelligence

Content operations

Digital analytics

AI readiness

Stakeholder alignment

Education

Bachelor's degree

Job description

At Accenture Federal Services, nothing matters more than helping the US federal government make the nation stronger and safer and life better for people. Our 13,000+ people are united in a shared purpose to pursue the limitless potential of technology and ingenuity for clients across defense, national security, public safety, civilian, and military health organizations.

Join Accenture Federal Services, a technology company within global Accenture. Recognized as a Glassdoor Top 100 Best Place to Work, we offer a collaborative and caring community where you feel like you belong and are empowered to grow, learn and thrive through hands-on experience, certifications, industry training and more.

Join us to drive positive, lasting change that moves missions and the government forward!

The Customer Intelligence & AI Readiness Strategist is responsible for defining and mobilizing the vision, roadmap, and operating model that enable customer intelligence, experience measurement, content readiness, and AI preparedness across the organization. This role serves as a strategic connector across customer experience, content, analytics, governance, and data teams, aligning capabilities, platforms, processes, and investments to support informed decision-making and continuous improvement. The strategist identifies and prioritizes opportunities, evaluates enabling technologies and practices, and leads the development of frameworks that transform customer and experience signals into organizational action. Acting as the steward of the customer intelligence and AI readiness ecosystem, this role ensures the right people, processes, data, and tools are in place to support both current experience goals and future AI-driven experiences.

The work:

• Define and lead the roadmap for customer intelligence and AI readiness capabilities, establishing the vision, priorities, operating model, and investment strategy needed to support customer-centered decision-making and future AI-enabled experiences.
• Assess, recommend, and mobilize the platforms, processes, and governance structures required to support the full insight lifecycle, from data and feedback collection through analysis, activation, measurement, and continuous improvement.
• Evaluate the organization's readiness for AI-driven discovery and engagement, including AEO/GEO, AI search, conversational experiences, content quality, metadata maturity, and the discoverability of public-facing content and data.
• Develop business cases, implementation strategies, and adoption roadmaps for customer intelligence capabilities, including Voice of the Customer platforms, experience measurement programs, analytics tools, and related technologies.
• Partner with Content Strategy, UX Research, Audience Research, Customer Analytics, Governance, Taxonomy, Data, and AI teams to align priorities, connect initiatives, and ensure insight-generating capabilities are integrated across the digital ecosystem.
• Establish frameworks, standards, and governance practices that improve the quality, consistency, stewardship, and strategic use of customer, content, experience, and operational data across platforms and teams.
• Define enterprise measurement approaches that connect customer feedback, behavioral analytics, content performance, experience metrics, and AI-readiness indicators into actionable decision-support mechanisms for leadership and program teams.
• Serve as a strategic advisor to stakeholders and client leadership, translating organizational goals into prioritized initiatives and guiding the implementation of capabilities that strengthen customer understanding, improve experience outcomes, and advance digital and AI transformation objectives.

Here's what you need:

• Bachelor's degree.
• 5+ years of experience developing and implementing strategies for customer experience, digital transformation, customer intelligence, content operations, digital analytics, AI readiness, or related enterprise capabilities.
• Experience defining roadmaps, operating models, governance frameworks, or capability strategies that align business goals, customer needs, and technology investments.
• Demonstrated ability to evaluate platforms, processes, and organizational capabilities; develop business cases and recommendations; and guide implementation efforts across complex stakeholder environments.
• Experience collaborating across cross-functional teams, including content strategy, UX research, analytics, governance, data, technology, and business stakeholders to drive strategic outcomes.
• Familiarity with customer intelligence, digital analytics, content strategy, governance, taxonomy, experience measurement, or related disciplines that support customer-centered decision-making.

Bonus if you have:

• Experience assessing or implementing Voice of the Customer, customer experience measurement, feedback management, or customer intelligence programs, including platforms such as Qualtrics, Medallia, or similar solutions.