CX & Service Transformation Advisor

Accenture; Minneapolis (MN); On-site; USD 64,000 - 178,000; Full time

Job summary

Accenture in Minnesota is seeking a senior consultant to transform client customer support operations, shaping vision and driving implementation across people, processes and tech. You will lead cross-functional teams to deliver superior customer experiences and financial impact.

Required: 5+ years in management consulting with strong customer service focus and experience with cloud SaaS and leading platforms such as Salesforce, Dynamics, Amazon Connect, Genesys. GenAI exposure is a plus.

Qualifications

• Minimum five years of management consulting with strong customer service focus.
• Experience in solutioning, selling proposals, and business cases.
• Experience integrating analytics and experience design into service processes.

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 capabilities.
• Collaborate with design and analytics teams to deliver insights.
• Advise on measuring and improving customer-centric metrics.
• Lead change-management initiatives and drive adoption.

Skills

Customer support leadership

Management consulting

Cloud SaaS experience

Customer service platforms

Artificial intelligence

GenAI exposure

Front-end digital platforms

Stakeholder management

Education

Bachelor's degree or equivalent

Tools

Salesforce

Dynamics

Amazon Connect

Genesys

NICE

Job description

Accenture in Minnesota is seeking a senior consultant to transform client customer support operations, shaping vision and driving implementation across people, processes and tech. You will lead cross-functional teams to deliver superior customer experiences and financial impact.

Required: 5+ years in management consulting with strong customer service focus and experience with cloud SaaS and leading platforms such as Salesforce, Dynamics, Amazon Connect, Genesys. GenAI exposure is a plus.