Senior CX & Service Transformation Advisor

Accenture; Oklahoma City (OK); On-site; USD 70,000 - 206,000; Full time

Job summary

Accenture seeks an experienced consulting professional to drive customer service transformations across client organizations. You will lead initiatives from vision to execution, leveraging analytics, AI, and cloud-based solutions to deliver measurable improvements in customer experience.

You will collaborate with design and analytics teams, manage delivery work, and mentor junior colleagues while expanding Accenture’s consulting footprint in diverse industries.

Qualifications

• Minimum five years of management consulting experience with heavy focus on customer service and contact center environments.
• Experience using analytics and design to improve customer service delivery.
• Experience with Cloud (SaaS) solutions and integrating them into client ecosystems.
• Experience with customer service platforms (Salesforce, Dynamics, Amazon Connect, Genesys, NICE, etc.).
• Experience with AI/GenAI and front-end digital platforms.

Responsibilities

• Evaluate clients’ current customer service offerings, identify gaps, shape vision, and propose strategic solutions.
• Define business cases and roadmaps; execute solutions.
• Lead delivery teams to redesign organizational structure, processes, and technology capabilities for optimal customer service.
• Collaborate with design and analytics teams to deliver customer-centric, insight-driven solutions.
• Advise clients on measuring and improving customer-centric metrics; drive adoption.
• Lead change-management initiatives to facilitate implementation and ongoing success.
• Build long-term client relationships and identify opportunities for Accenture’s consulting practice.
• Mentor junior team members and contribute to thought leadership.

Skills

Management consulting

Customer service

Solutioning

Analytics

AI/GenAI

Cloud SaaS

CRM platforms

Job description

Accenture seeks an experienced consulting professional to drive customer service transformations across client organizations. You will lead initiatives from vision to execution, leveraging analytics, AI, and cloud-based solutions to deliver measurable improvements in customer experience.

You will collaborate with design and analytics teams, manage delivery work, and mentor junior colleagues while expanding Accenture’s consulting footprint in diverse industries.