Senior Customer Experience Transformation Consultant

Accenture; Mountain View (CA); On-site; USD 70,000 - 206,000; Full time

Job summary

Accenture Song accelerates growth and value for clients by spanning ideation to execution in customer experience, technology and marketing. This role focuses on optimizing and transforming customer support and contact centers through data-driven, AI-enabled strategies across engagements in the US.

The candidate will shape visions, define business cases, and lead delivery teams to deliver customer-centric solutions while working closely with executives and stakeholders in a fast-paced agile

Qualifications

• Minimum five years of management consulting experience focusing on customer service or digital customer solutions.
• Experience in solutioning and selling new ideas and proposals.
• Incorporating experience design and analytics into customer service processes.
• 3+ years working with Cloud (SaaS) solutions in a client ecosystem.
• 3+ years working with customer service platform technologies (Salesforce, Dynamics, Amazon Connect, Genesys, NICE).
• 1+ years working with AI and front-end digital platforms.

Responsibilities

• Evaluate clients’ current customer service offerings, identify gaps, and propose strategic solutions.
• Define business cases, roadmaps, and implement solutions.
• Lead delivery teams to redesign organizational structure, processes, and tech capabilities.
• Collaborate with analytics teams to deliver customer-centric insights.
• Lead change-management initiatives to drive adoption.

Skills

Leadership

Customer service

Change management

Agile method

Analytical thinking

Executive stakeholders

Tools

Salesforce

Dynamics

Amazon Connect

Genesys

NICE

Job description

Accenture Song accelerates growth and value for clients by spanning ideation to execution in customer experience, technology and marketing. This role focuses on optimizing and transforming customer support and contact centers through data-driven, AI-enabled strategies across engagements in the US.

The candidate will shape visions, define business cases, and lead delivery teams to deliver customer-centric solutions while working closely with executives and stakeholders in a fast-paced agile