GenAI-Driven Customer Experience Transformation Lead

1000 Accenture LLP Company

San Francisco (CA)

On-site

USD 70,000 - 206,000

Full time

13 days ago

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Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

Life insurance

401(k) plan

Bonus opportunities

Paid holidays

Paid time off

Job summary

Accenture Song is seeking a senior consultant to evaluate clients’ customer service offerings, shape strategic roadmaps, and lead delivery teams to redesign processes and technology for optimal customer experiences.

You will work across consulting, design, and analytics to deliver insight-driven solutions and measurable improvements, while expanding client partnerships and opportunities in a fast-paced, agile environment.

Qualifications

Three+ years of management consulting experience with focus on customer service or digital customer care.
Three+ years of experience with Cloud (SaaS) solutions in client ecosystems.
Three+ years of working with Customer service platforms (Salesforce, Dynamics, Amazon Connect, Genesys, NICE).
One+ year of experience with Artificial intelligence and front-end digital platforms.
Deep knowledge in at least two areas: customer service transformation, experience design, process implementation, or workforce management.

Responsibilities

Evaluate clients’ current customer service offerings and identify gaps.
Define business cases, roadmaps, and implement solutions.
Lead delivery teams to redesign organizational structure, processes, and technology.
Collaborate with design and analytics teams to deliver insight-driven customer solutions.
Advise on metrics to measure customer-centric performance and drive adoption.
Build long-term client relationships and contribute to business development.