Senior CX & Service Transformation Consultant

Accenture; Hartford (CT); On-site; USD 64,000 - 178,000; Full time

Job summary

Accenture in the United States is seeking a senior consultant to transform customer service for diverse clients. You will assess current offerings, shape vision, and propose strategic, AI-enabled solutions that unlock measurable value across channels.

You will lead delivery teams, collaborate with product and analytics groups, define roadmaps, and drive change management to ensure adoption. Strong leadership and stakeholder management are essential in this fast-paced environment.

Qualifications

• Five+ years of management consulting experience focused on customer service.
• Experience in proposing strategic solutions and business cases.
• Experience with cloud/SaaS solutions within client ecosystems.
• Experience with AI and front-end digital platforms.
• Ability to work in agile, fast-paced environments.

Responsibilities

• Evaluate clients' current customer service offerings and identify gaps.
• Define business cases, roadmaps and execute solutions.
• Lead delivery teams to redesign processes and technology capabilities.
• Collaborate with design and analytics to deliver insights.
• Advise on measuring and improving customer-centric metrics.
• Lead change-management initiatives to drive adoption.
• Build long-term client partnerships for Accenture.
• Identify opportunities and drive business development.
• Coach junior team members and grow expertise.
• Contribute to thought leadership to maintain Accenture's position.

Skills

Management consulting

Customer service transformation

Leadership

Stakeholder management

Tools

Salesforce

Dynamics

Amazon Connect

Genesys

NICE

Job description

Accenture in the United States is seeking a senior consultant to transform customer service for diverse clients. You will assess current offerings, shape vision, and propose strategic, AI-enabled solutions that unlock measurable value across channels.

You will lead delivery teams, collaborate with product and analytics groups, define roadmaps, and drive change management to ensure adoption. Strong leadership and stakeholder management are essential in this fast-paced environment.