CX Transformation Strategy Consultant
Accenture
An application made for this job — a tailored resume and cover letter that speak straight to the posting.
Job summary
Accenture invites an experienced management consultant to join our customer service and contact center practice in the United States. You will evaluate client service offerings, shape vision, define roadmaps and lead delivery teams to redesign organizational structures, processes, and technology capabilities for optimized service experiences.
You will collaborate with design and analytics teams, advise on metrics, and drive change management and business development while building lasting client
Qualifications
- Five+ years in management consulting focused on customer service and contact centers.
- Experience in solution selling and building business cases.
- Apply experience design and analytics to service processes.
- Three+ years with Cloud SaaS and broader application ecosystems.
- Three+ years with customer service tech (Salesforce, Dynamics, Amazon Connect, Genesys, NICE).
Responsibilities
- Evaluate clients’ current customer service offerings and propose strategic solutions.
- Define business cases and roadmaps; execute solutions.
- Lead delivery teams to redesign structures, processes, and tech capabilities.
- Collaborate with designers and analytics to deliver customer-centric insights.
- Advise on measuring and improving customer-centric metrics.
- Lead change-management initiatives to drive adoption and ensure success.
- Establish relationships with client stakeholders for long-term partnerships.
- Identify opportunities and drive business development for Accenture Consulting.
- Manage and coach junior team members and grow expertise.
- Contribute to thought leadership to maintain Accenture's position.
Skills
Tools
Job description
Accenture invites an experienced management consultant to join our customer service and contact center practice in the United States. You will evaluate client service offerings, shape vision, define roadmaps and lead delivery teams to redesign organizational structures, processes, and technology capabilities for optimized service experiences.
You will collaborate with design and analytics teams, advise on metrics, and drive change management and business development while building lasting client
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