CX Transformation Advisory Consultant

Accenture; Cincinnati (OH); On-site; USD 59,000 - 165,000; Full time

Job summary

Accenture is seeking an expert in customer support and contact centers to help clients transform their service ecosystems. You will shape strategic roadmaps, lead delivery teams, and drive adoption of AI-enabled solutions while collaborating with senior stakeholders and analytics teams.

The role requires deep experience across contact centers, cloud SaaS, and customer service platforms, with a track record of building business cases and delivering measurable impact for clients.

Qualifications

• 5+ years of management consulting experience with heavy focus on customer service or digital customer field.
• Experience in solutioning and selling new ideas and proposals.
• Experience integrating experience design and analytics into customer service and support processes.
• 3+ years with Cloud (SaaS) solutions and fitting into a client’s ecosystem.
• 3+ years with customer service platform technologies (Salesforce, Dynamics, Amazon Connect, Genesys, NICE).
• 1+ years working with Artificial intelligence and front-end digital platforms.
• 3+ years depth in two or more areas of customer service transformation, design, processes, forecasting, QA, training, or tech support.

Responsibilities

• Evaluate clients’ current customer service offerings, identify gaps, shape vision, provide recommendations and propose strategic solutions.
• Define business cases, roadmaps, and execute solutions.
• Lead delivery teams to redesign client structures, processes and technology capabilities.
• Collaborate with analytics teams to generate insights and deliver customer-centric solutions.
• Advise clients on measures to improve customer-centric metrics.
• Lead change-management initiatives for adoption and ongoing success.
• Establish relationships with client stakeholders and build long-term partnerships for Accenture.

Skills

Management consulting

Customer service

Leadership

Change management

Strategic selling

AI awareness

Team collaboration

Tools

Salesforce

Dynamics

Amazon Connect

Genesys

NICE

Cloud SaaS

Job description

Accenture is seeking an expert in customer support and contact centers to help clients transform their service ecosystems. You will shape strategic roadmaps, lead delivery teams, and drive adoption of AI-enabled solutions while collaborating with senior stakeholders and analytics teams.

The role requires deep experience across contact centers, cloud SaaS, and customer service platforms, with a track record of building business cases and delivering measurable impact for clients.