Senior CX Transformation & Service Advisory Manager

Accenture; Redmond (WA); On-site; USD 141,000 - 311,000; Full time

Job summary

Accenture is seeking a senior leader to drive large-scale customer service transformations for clients in the United States, with primary residency within 90 minutes of an approved Accenture office. You will assess current offerings, quantify value, and lead cross-functional teams across design, analytics, and technology to deliver improved customer experiences.

Travel as required. The role emphasizes selling experience, executive engagement, and leveraging CCaaS, CRM, and GenAI to drive revenue

Qualifications

• At least 8 years in customer service leadership and selling duties.
• Experience with large-scale transformation projects.
• Experience designing and analytics-driven customer service, and support processes.
• Proven ability to lead and engage with senior stakeholders and teams.

Responsibilities

• Evaluate clients’ current customer service offerings and identify gaps and opportunities, to generate and prioritize recommendations, offering strategic solutions that address their unique needs and business goals
• Quantify business cases, estimating the value impact of your recommendations, and sequence transformation roadmaps to realize benefits over time
• Lead delivery teams to redesign clients’ organizational structure, processes, and technology capabilities so they can deliver optimal customer service experiences
• Collaborate across teams, from visual designers to developers and data scientists to in-industry subject matter advisors, to generate insights and deliver customer-centric, insight-driven solutions
• Help advise on how technologies, including CCaaS, CRM, and GenAI can be leveraged to deliver on target outcomes such as revenue growth, cost-savings, and improved experiences
• Advise clients on ways to measure success and improve their customer-centric metrics
• Establish relationships with client stakeholders and build long-term partnerships for Accenture
• Identify opportunities and drive new business development efforts to help new and existing clients transform their customer service
• 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

Customer support

Contact centers

GenAI

Leadership

Education

Bachelor's degree

MBA

Tools

Salesforce

Dynamics

Amazon Connect

Genesys

NICE

Job description

Accenture is seeking a senior leader to drive large-scale customer service transformations for clients in the United States, with primary residency within 90 minutes of an approved Accenture office. You will assess current offerings, quantify value, and lead cross-functional teams across design, analytics, and technology to deliver improved customer experiences.

Travel as required. The role emphasizes selling experience, executive engagement, and leveraging CCaaS, CRM, and GenAI to drive revenue