CX & Service Transformation Advisory Lead

Accenture; Redmond (WA); On-site; USD 80,000 - 189,000; Full time

Job summary

Accenture Song is seeking a seasoned customer service transformation expert to advise clients on optimizing contact centers and digital experiences. You will lead cross-functional delivery teams, shape strategies, and drive adoption of AI-enabled customer service platforms.

Travel as needed; residency within 90 minutes of an Accenture office. The role emphasizes relationship building with executives and stakeholders to grow the consulting practice.

Qualifications

• Minimum five years of management consulting experience with heavy focus in customer service or digital customer field.
• Experience in solutioning and selling new ideas and proposals.
• Incorporating experience design and analytics into customer service processes.
• Experience with Cloud/SaaS solutions in client ecosystems.
• Experience with customer service platforms (Salesforce, Dynamics, Amazon Connect, Genesys, NICE).
• Experience with AI and front-end digital platforms.
• Deep knowledge in two or more areas of customer service transformation/design/process implementation.

Responsibilities

• Evaluate clients’ current customer service offerings, identify gaps, shape vision, and propose strategic solutions.
• Define business cases, roadmaps, and implement solutions.
• Lead delivery teams to redesign organizational structure, processes, and technology for better customer service.
• Collaborate with design and analytics teams to deliver insights-driven solutions.

Skills

Customer support

Leadership

Agile

Solution selling

GenAI

Stakeholder mgmt

Cloud/SaaS

IVR/Contact center

Tools

Salesforce

Dynamics

Amazon Connect

Genesys

NICE

Job description

Accenture Song is seeking a seasoned customer service transformation expert to advise clients on optimizing contact centers and digital experiences. You will lead cross-functional delivery teams, shape strategies, and drive adoption of AI-enabled customer service platforms.

Travel as needed; residency within 90 minutes of an Accenture office. The role emphasizes relationship building with executives and stakeholders to grow the consulting practice.