About this role
About the Role Accenture Song is seeking an experienced Advisory Manager to lead Customer Experience & Service Transformation initiatives. You will partner with clients to reimagine their customer service, shape vision, and deliver strategic solutions that drive value, operating in an agile environment and collaborating with design and analytics teams to ensure customer-centric outcomes. What You'll Do
- 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 What We're Looking For
- A minimum six (6) 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 processes
- 3+ years of experience with Cloud (SaaS) solutions and determining how they fit into a client’s larger application ecosystem; at least 2 years with Cloud SaaS and AI/front-end digital platforms
- 3+ years of experience working with customer service platform technologies (e.g., Salesforce, Dynamics, Amazon Connect, Genesys, NICE)
- 1+ years of experience working with artificial intelligence and front-end digital platforms
- 3+ years deep functional knowledge in two or more of the following: customer service transformation, customer service experience design, process implementation, forecasting/workforce management, quality management, center staffing and training, technology support, IVR design and implementation, digital customer service platforms/call routing, reporting metrics/KPIs, and supplier/contract management
- Bonus points for evaluating benchmark data, web/chat/email/social contacts; project management experience with center start-ups, consolidation or outsourcing
- Hands-on experience with artificial intelligence, GenAI and conversational design
- Experience in one or more industry verticals: Hi-Tech, Communications & Media, Health/Healthcare, Financial Services, Life Science/MedTech
- Bachelor’s degree in engineering, computer science, information systems, or business; MBA or equivalent graduate degree preferred
- Travel as required; location within 90 minutes of an approved Accenture office Compensation & Benefits
- Compensation varies by location and role; no specific salary range is provided in the posting.