CX Transformation Advisory Consultant

Accenture

Des Moines (IA)

On-site

USD 100,000 - 190,000

Full time

6 days ago

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Job summary

Accenture Song is seeking a seasoned management consultant focused on customer service transformation and digital support strategies. You’ll assess client contact centers, shape a vision, and deliver strategic solutions across people, processes and technology.

You’ll lead delivery teams, leverage AI and front-end platforms, and collaborate with analytics and design groups to drive improved customer experiences and measurable outcomes for clients in a fast-paced, agile environment.

Qualifications

Minimum five years of management consulting experience in customer service or contact center.
Experience solving problems with proposals and business cases.
Incorporating experience design and analytics into customer service processes.
3+ years of experience with Cloud (SaaS) solutions in a client ecosystem.
3+ years of experience with customer service platforms (Salesforce, Dynamics, Amazon Connect, Genesys, NICE).
1+ years of experience with Artificial intelligence and front-end digital platforms.
Deep knowledge in two or more areas: customer service transformation, experience design, process implementation, forecasting and work force management, quality management, staffing and training, technology support, IVR design, digital platforms or KPIs, and supplier/contract management

Responsibilities

Evaluate clients’ current customer service offerings, identify gaps, shape vision, provide recommendations and propose strategic solutions.
Define business cases, roadmaps, and implement solutions.
Lead delivery teams to redesign clients’ organizational structure, processes, and technology capabilities.
Collaborate with visual designers and analytic teams to generate insights and deliver customer-centric, insight-driven solutions.
Advise clients on how to measure and improve customer-centric metrics.
Lead change-management initiatives that drive adoption and smooth implementation.
Establish relationships with client stakeholders and build long-term partnerships for Accenture.
Identify opportunities and drive business development for Accenture Consulting.
Manage and coach junior team members, and continue to grow your own expertise.
Contribute to perspectives and thought leadership to help Accenture maintain its thought-leadership position.