Senior CX Transformation Advisory Consultant

Accenture; Chicago (IL); On-site; USD 59,000 - 178,000; Full time

Benefits offered by this job

Benefits package

Job summary

Accenture is seeking a seasoned professional to lead customer service transformation initiatives across client engagements in the United States. You will evaluate current CS offerings, shape strategic visions, and propose solutions while guiding delivery teams to redesign processes and technology platforms for optimized customer experiences.

You will collaborate with design and analytics teams to derive insights and measurable improvements, advise on CS metrics, and drive change management and

Qualifications

• 5+ years of management consulting experience with heavy focus on customer service, contact centers, or digital customer field.
• 3+ years of experience with Cloud (SaaS) solutions in a client ecosystem.
• 3+ years with Customer service platform technologies (e.g., Salesforce, Dynamics, Amazon Connect).
• 1+ years of experience with Artificial intelligence / front-end digital platforms.
• 3+ years of deep functional knowledge across customer service transformation and related areas.

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, roadmaps, and execute solutions.
• Lead delivery teams to redesign org structure, processes, and technology capabilities for optimal customer service experiences.
• Collaborate with visual designers and analytic teams to generate insights and deliver customer-centric, insight-driven solutions.
• Advise clients on measuring and improving their customer-centric metrics.
• Lead change-management initiatives that drive adoption, ease implementation, and position client solutions for ongoing success.
• Establish relationships with client stakeholders and build long‑term partnerships for Accenture.
• Identify opportunities and drive business development efforts to grow 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

Mgmt consulting

Cloud SaaS

CX platforms

AI / GenAI

Industry verticals

Job description

Accenture is seeking a seasoned professional to lead customer service transformation initiatives across client engagements in the United States. You will evaluate current CS offerings, shape strategic visions, and propose solutions while guiding delivery teams to redesign processes and technology platforms for optimized customer experiences.

You will collaborate with design and analytics teams to derive insights and measurable improvements, advise on CS metrics, and drive change management and