Senior CX & Service Transformation Consultant

Accenture; San Francisco (CA); On-site; USD 70,000 - 206,000; Full time

Job summary

Accenture in the United States seeks an expert in customer support and contact centers to help clients optimize and transform their customer service solutions. You will apply analytics, GenAI insights, and experience design to shape strategic roadmaps and deliver solutions in an agile, fast-paced environment.

You’ll lead delivery teams, collaborate with cross-functional groups, and advise on metrics and change management while building lasting client partnerships. Travel as required.

Qualifications

• 3+ years of management consulting experience with focus on customer service or digital customer field.
• Experience in solutioning and selling new ideas and proposals.
• Incorporating experience design and analytics into service processes.
• 3+ years with cloud SaaS solutions within a client ecosystem.
• 3+ years with customer service platforms (Salesforce, Dynamics, Amazon Connect, Genesys, NICE).
• 1+ year with artificial intelligence and front-end digital platforms.
• Deep knowledge in at least two areas of customer service transformation and metrics.

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 transformation

Solution selling

AI & GenAI

Leadership

Stakeholder management

Tools

Salesforce

Dynamics

Amazon Connect

Genesys

NICE

Cloud (SaaS) solutions

GenAI tooling

Job description

Accenture in the United States seeks an expert in customer support and contact centers to help clients optimize and transform their customer service solutions. You will apply analytics, GenAI insights, and experience design to shape strategic roadmaps and deliver solutions in an agile, fast-paced environment.

You’ll lead delivery teams, collaborate with cross-functional groups, and advise on metrics and change management while building lasting client partnerships. Travel as required.