CX Transformation & Service Design Consultant

Accenture; Raleigh (NC); Hybrid; USD 150,000 - 210,000; Full time

Job summary

Accenture Song in the United States seeks a seasoned customer service and contact center expert to help clients transform their support operations at scale. You will evaluate current offerings, shape strategy, build business cases, and lead delivery teams to redefine processes, technology, and metrics for superior customer experiences.

Travel as needed and collaborate cross-functionally. The role blends strategic thinking with hands-on delivery, GenAI exploration, and ongoing client engagement

Qualifications

• Minimum three (3) years of management consulting with a heavy focus in customer service, support, contact center or digital customer fields.
• Experience in solutioning and selling new ideas and proposals; building business cases.
• Incorporating experience design and analytics into customer service and support processes.
• 3+ years with Cloud (SaaS) solutions and fitting them into a client’s ecosystem.
• 3+ years with customer service platform technologies (Salesforce, Dynamics, Amazon Connect, Genesys, NICE).
• 1+ years of experience with AI and front-end digital platforms.
• 3+ years deep functional knowledge in two or more areas: service transformation, experience design, process implementation, forecasting/workforce, quality, staffing/training, IVR, digital platforms, KPIs, supplier management.

Responsibilities

• Evaluate clients’ current customer service offerings, identify gaps, shape vision, and propose strategic solutions.
• Define business cases, roadmaps, and execute solutions.
• Lead delivery teams to redesign organizational structure, processes, and technology for better experiences.
• Collaborate with design and analytics teams to deliver insight-driven solutions.
• Advise clients on measuring and improving customer-centric metrics.
• Lead change-management initiatives to drive adoption.
• Establish relationships with client stakeholders and build long-term partnerships.
• Identify opportunities and drive business development for the Accenture Consulting practice.
• Manage and coach junior team members and grow your own expertise.
• Contribute to thought leadership to maintain Accenture’s position.

Skills

Management consulting

Customer service

Digital transformation

Analytics

Sales / proposals

Cloud SaaS

Customer service platforms

AI / GenAI

Conversational design

Industry Hi-Tech

Tools

Salesforce

Dynamics

Amazon Connect

Genesys

NICE

Job description

Accenture Song in the United States seeks a seasoned customer service and contact center expert to help clients transform their support operations at scale. You will evaluate current offerings, shape strategy, build business cases, and lead delivery teams to redefine processes, technology, and metrics for superior customer experiences.

Travel as needed and collaborate cross-functionally. The role blends strategic thinking with hands-on delivery, GenAI exploration, and ongoing client engagement