Customer Experience & Service Transformation Management Advisory Consultant

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

• A minimum five 4 years of management consulting experience with heavy focus working in customer service, customer support, contact center environment or digital customer field including:
  • Solutioning and selling new ideas and proposals
  • Incorporating experience design and analytics into customer service, and support processes
• 3+ years of experience working with:
  Cloud (SaaS) solutions and determining how they fit into a client’s larger application ecosystem
• 3+ years of experience working with Customer service platform technologies (such as Salesforce, Dynamics, Amazon Connect, Genesys, NICE etc.)
• 1+ years of experience working with Artificial intelligence and front‑end digital platforms
• 3+ years of deep functional knowledge in two or more of the following areas: customer service transformation, customer service experience design and customer service process implementation, contact forecasting and work force management, quality management, center staffing and training, technology support, IVR design and implementation, digital customer service technology platforms/Call routing, reporting metrics/KPIs, and supplier/contract management

• Experience in evaluating benchmark data (e.g. customer, process, financial benchmarks); web/chat/email contacts, social media, contact center technology sales or project management experience with center start‑ups, consolidation or outsourcing
• Experience in conducting analysis against benchmarks, producing recommendations, and performing implementations as a result of analysis and recommendations
• Have hands on experience with artificial intelligence, GenAI and conversational design
• Experience in Products, Financial Services, or CMT Industries

• California $70,350 to $205,800
• Cleveland $59,100 to $164,600
• Colorado $63,800 to $177,800
• District of Columbia $68,000 to $189,300
• Illinois $59,100 to $177,800
• Maryland $63,800 to $177,800
• Massachusetts $63,800 to $189,300
• Minnesota $63,800 to $177,800
• New York $66,300 to $205,800
• New Jersey $68,000 to $205,800
• Washington $80,200 to $189,300

Accenture offers a market competitive suite of benefits including medical, dental, vision, life, and long‑term disability coverage, a 401(k) plan, bonus opportunities, paid holidays, and paid time off.

Accenture is committed to providing equal employment opportunities for persons with disabilities or religious observances, including reasonable accommodation when needed. If you are hired by Accenture and require accommodation to perform the essential functions of your role, you will be asked to participate in our reasonable accommodation process. Accommodations made to facilitate the recruiting process are not a guarantee of future or continued accommodations once hired.

We believe that no one should be discriminated against because of their differences. All employment decisions shall be made without regard to age, race, creed, color, religion, sex,…