CX Transformation Advisory Consultant

Accenture; Walnut Creek (CA); On-site; USD 70,000 - 206,000; Full time

Job summary

Accenture in the United States seeks an experienced management consultant with deep expertise in customer service transformations, contact centers, and digital platforms. You will lead strategic engagements, shape vision, and deliver end-to-end customer-centric solutions.

You will partner with clients to define roadmaps, enable change, and drive business development while mentoring teams and contributing to thought leadership within Accenture Consulting.

Qualifications

• Minimum of 3 years in management consulting with heavy focus on customer service or contact center environments.
• Experience in solutioning, selling ideas and proposals to clients.
• Experience integrating experience design and analytics into customer service and support processes.
• 3+ years with Cloud (SaaS) solutions and how they fit in a client’s ecosystem.
• 3+ years with customer service platforms (Salesforce, Dynamics, Amazon Connect, Genesys, NICE, etc.).
• 1+ year with AI and front-end digital platforms.
• 3+ years deep knowledge in two or more areas of customer service transformation, design, or metrics.

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 organizational structure, processes, and tech capabilities for better customer service.
• Collaborate with visual designers and analytics teams to generate customer-centric insights.
• Advise clients on measuring and improving customer-centric metrics.
• Lead change-management initiatives to 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 grow your own expertise.
• Contribute to perspectives and thought leadership to maintain Accenture’s position.

Skills

Management consulting

Customer service

Solution selling

Digital / GenAI

Stakeholder leadership

Job description

Accenture in the United States seeks an experienced management consultant with deep expertise in customer service transformations, contact centers, and digital platforms. You will lead strategic engagements, shape vision, and deliver end-to-end customer-centric solutions.

You will partner with clients to define roadmaps, enable change, and drive business development while mentoring teams and contributing to thought leadership within Accenture Consulting.