CX Transformation Lead, Comms, Media & Technology

null

Pittsburgh (Allegheny County)

On-site

USD 120,000 - 180,000

Full time

14 days+

Get more replies from employers

Send a job-specific resume in minutes.

Job summary

Accenture Song seeks a Customer Experience & Service Transformation Management Consultant in Pittsburgh, PA. You will lead large-scale customer service transformations, shape strategic visions, and drive multi-disciplinary delivery across processes, technology and analytics.

You will apply experience design, AI-enabled solutions and strong stakeholder management to improve client metrics and foster long-term partnerships with Accenture. Travel to client sites is required.

Qualifications

5+ years of management consulting in customer service or contact center projects.
Experience blending experience design and analytics into service delivery.
Experience in the Comms, Media & Technology industry is a plus.

Responsibilities

Evaluate clients' current customer service offerings and shape a strategic vision.
Define business cases, roadmaps and implement solutions.
Lead delivery teams to redesign processes and technology capabilities.
Collaborate with analytics teams to deliver insight-driven solutions.
Advise on metrics and drive adoption through change management.
Build long-term client relationships and identify opportunities for growth.
Manage and coach junior team members and contribute to thought leadership.