Senior CX & Service Transformation Advisor

Accenture; Charlotte (NC); Hybrid; USD 120,000 - 210,000; Full time

Job summary

Accenture is seeking a seasoned customer service and contact center expert to shape and deliver strategic solutions for clients. You will lead delivery teams, drive organizational redesigns, and apply analytics and experience design to create customer-centric outcomes.

This role emphasizes leadership, agile delivery, and executive stakeholder engagement. Travel as required, with primary residency near an Accenture office in the United States.

Qualifications

• Five+ years of management consulting experience in customer service, contact center or digital customer field.
• Experience in solutioning and selling proposals.
• Experience integrating analytics and experience design into customer service.

Responsibilities

• Evaluate clients’ current customer service offerings, identify gaps, shape vision, provide recommendations and propose strategic solutions that address their unique needs and business goals
• Define business cases, business and implementation roadmaps, and execute solutions
• Lead delivery teams to redesign clients’ organizational structure, processes, and technology capabilities so they can deliver optimal customer service experiences
• Collaborate with visual designers and analytic teams to generate insights and deliver customer centric, insight driven solutions
• Advise clients on ways to measure and improve their customer-centric metrics
• Lead change-management initiatives that drive adoption, ease implementation, and position clients’ customer-service solutions for ongoing success
• Establish relationships with client stakeholders and build long-term partnerships for Accenture
• Identify opportunities and drive business development efforts to build the Accenture Consulting practice
• Manage and coach junior team members, and continue to grow your own expertise
• Contribute to perspectives and thought leadership to help Accenture maintain its thought-leadership position

Skills

Management consulting

Customer service

Call center

Digital platforms

Agile delivery

Executive stakeholder management

Salesforce

Dynamics

Amazon Connect

Genesys

NICE

AI / GenAI

Tools

Salesforce

Dynamics

Amazon Connect

Genesys

NICE

Job description

Accenture is seeking a seasoned customer service and contact center expert to shape and deliver strategic solutions for clients. You will lead delivery teams, drive organizational redesigns, and apply analytics and experience design to create customer-centric outcomes.

This role emphasizes leadership, agile delivery, and executive stakeholder engagement. Travel as required, with primary residency near an Accenture office in the United States.