CX & Service Transformation Advisor

Accenture; Chicago (IL); On-site; USD 59,000 - 178,000; Full time

Job summary

Accenture in Chicago seeks an experienced consultant to evaluate client customer service offerings, identify gaps, and shape strategy that drives measurable value.

You will lead delivery teams, define roadmaps, and collaborate with analytics to deliver customer-centric, AI-enabled solutions across cloud platforms. Travel as required; residency within 90 minutes of an Accenture office is preferred.

Qualifications

• Minimum five years of management consulting in customer service.
• Experience infusing analytics into service processes.
• 3+ years with Cloud (SaaS) solutions in client ecosystems.

Responsibilities

• Evaluate clients' current customer service offerings and identify gaps.
• Define business cases, roadmaps, and implement solutions.
• Lead delivery teams to redesign organization, processes and tech.
• Collaborate with design and analytics to deliver insights.
• Advise on measuring and improving customer-centric metrics.

Skills

Management consulting

Customer service

Cloud SaaS

CS platforms

AI & front-end

Tools

Salesforce

Dynamics

Amazon Connect

Genesys

NICE

Job description

Accenture in Chicago seeks an experienced consultant to evaluate client customer service offerings, identify gaps, and shape strategy that drives measurable value.

You will lead delivery teams, define roadmaps, and collaborate with analytics to deliver customer-centric, AI-enabled solutions across cloud platforms. Travel as required; residency within 90 minutes of an Accenture office is preferred.