Senior Manager, Customer Experience Transformation Advisory

Accenture

Seattle (WA)

On-site

USD 141,000 - 311,000

Full time

14 days+

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Job summary

Accenture is seeking a seasoned leader to transform client customer service operations. You will assess current offerings, quantify value, and guide delivery teams across processes and technology to achieve superior customer experiences.

You will drive strategic proposals, collaborate with designers, developers, and data scientists, and leverage CCaaS, CRM, and GenAI to deliver measurable business results. Travel as required and build lasting client partnerships.

Qualifications

8+ years in a role with heavy focus on customer service, leadership, and selling duties.
5+ years with cloud/SaaS in a client ecosystem and AI/digital platforms.
Experience selling proposals and leading large transformation projects.

Responsibilities

Evaluate clients' current customer service offerings and organizations to identify gaps and opportunities.
Quantify business cases and sequence transformation roadmaps to realize benefits.
Lead delivery teams to redesign client structures, processes, and tech capabilities.
Collaborate across teams to deliver customer-centric, insight-driven solutions.
Advise on CCaaS, CRM, and GenAI to improve outcomes like revenue and efficiency.
Measure success and improve customer-centric metrics.
Establish relationships with client stakeholders for long-term partnerships.
Identify opportunities and drive new business development for client transformation.
Manage and coach junior team members and grow own expertise.
Contribute to thought leadership to maintain Accenture's position.