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Accenture · 3 weeks ago

Customer Experience & Service Transformation Management Consultant

Mountain View, CA

Full-time

Hybrid

Mid, Senior Level

$64K/yr - $206K/yr

4+ years exp

Accenture is a global professional services company that accelerates growth and value for clients through customer relevance. They are seeking a Customer Experience & Service Transformation Management Consultant to evaluate and transform client customer service offerings, lead delivery teams, and foster long-term client partnerships.

Business Information SystemsConstructionConsultingInformation ServicesInformation TechnologyInfrastructureManagement ConsultingOutsourcing

No H1B

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

Qualification

Customer service transformationCloud (SaaS) solutionsCustomer service platform technologiesArtificial intelligenceExperience designChange managementLeadershipVerbal communicationTeam collaboration

Required

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

Preferred

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