Senior Customer Experience Transformation Consultant

Accenture; Cleveland (OH); Hybrid; USD 59,000 - 165,000; Full time

Job summary

Accenture is seeking a senior consultant to lead customer service transformation initiatives, shape strategic visions, and design data-driven solutions. You will guide delivery teams, collaborate with analytics, and drive measurable improvements in client customer experiences.

The role requires extensive consulting experience, proficiency with SaaS/cloud ecosystems, and hands-on work with major contact-center platforms and AI-enabled digital platforms.

Qualifications

• Minimum five years of management consulting experience with heavy focus in customer service, customer support, contact center, or digital customer field.
• Solutioning and selling new ideas and proposals.
• Incorporating experience design and analytics into customer service and support processes.
• 3+ years of experience with Cloud (SaaS) solutions and how they fit into a client’s application ecosystem.
• 3+ years of experience with customer service platform technologies (Salesforce, Dynamics, Amazon Connect, Genesys, NICE, etc.).
• 1+ years of experience with Artificial intelligence and front-end digital platforms.
• 3+ years of deep functional knowledge in two or more areas (e.g., transformation, experience design, process implementation, analytics, staffing, training, IVR, digital platforms).

Responsibilities

• Evaluate clients’ current customer service offerings, identify gaps, shape vision, and propose strategic solutions.
• Define business cases, roadmaps, and implement solutions.
• Lead delivery teams to redesign organizational structures, processes, and technology capabilities for better customer service experiences.
• Collaborate with visual designers and analytic teams to generate insights and deliver customer-centric solutions.
• Advise clients on measuring and improving customer-centric metrics.
• Lead change-management initiatives to drive adoption and successful implementation.
• Establish relationships with client stakeholders and build long-term partnerships for Accenture.
• Identify opportunities and drive business development for Accenture Consulting.
• Coach junior team members and grow expertise; contribute to thought leadership.

Skills

Leadership

Solutioning

Analytics

Customer service transformation

Cloud (SaaS) experience

Tools

Salesforce

Dynamics

Amazon Connect

Genesys

NICE

Job description

Accenture is seeking a senior consultant to lead customer service transformation initiatives, shape strategic visions, and design data-driven solutions. You will guide delivery teams, collaborate with analytics, and drive measurable improvements in client customer experiences.

The role requires extensive consulting experience, proficiency with SaaS/cloud ecosystems, and hands-on work with major contact-center platforms and AI-enabled digital platforms.