Senior Customer Experience Transformation Consultant

Accenture; Nashville (TN); On-site; USD 80,000 - 190,000; Full time

Job summary

Accenture is seeking a seasoned management consultant to transform customer service capabilities for clients. You will evaluate current offerings, shape vision, and propose strategic, data‑driven recommendations across people, process, and technology.

You will lead delivery teams, craft roadmaps, and mentor junior staff while collaborating with design and analytics teams to deliver measurable improvements in customer experience and operational efficiency.

Qualifications

• A minimum five years of management consulting experience with heavy focus working in customer service, customer support, contact center environment or digital customer field.
• Experience in solutioning and selling new ideas and proposals.
• Experience incorporating experience design and analytics into customer service and support processes.
• 3+ years with Cloud (SaaS) solutions in client ecosystems.
• 3+ years with Customer service platform technologies (Salesforce, Dynamics, Amazon Connect, Genesys, NICE, etc.).
• 1+ years with Artificial intelligence and front‑end digital platforms.
• 3+ years deep knowledge in two or more of: customer service transformation, experience design, process implementation, forecast/workforce management, quality management, staffing, training, IVR, digital platforms, KPIs, supplier/contract 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 capabilities.
• Collaborate with designers and analytics teams to deliver insight‑driven customer solutions.
• Advise clients on measuring and improving customer‑centric metrics.
• Lead change‑management initiatives to drive adoption and smooth implementation.
• Establish relationships with client stakeholders and build long‑term partnerships.
• Identify opportunities and drive business development for Accenture Consulting.
• Manage and coach junior team members, grow your own expertise.
• Contribute to thought leadership to maintain Accenture's position.

Job description

Accenture is seeking a seasoned management consultant to transform customer service capabilities for clients. You will evaluate current offerings, shape vision, and propose strategic, data‑driven recommendations across people, process, and technology.

You will lead delivery teams, craft roadmaps, and mentor junior staff while collaborating with design and analytics teams to deliver measurable improvements in customer experience and operational efficiency.