Customer Experience & Service Transformation Advisory Manager

We are

Accenture Song empowers growth and value for our clients by ensuring sustained customer relevance. Our expertise covers every phase from ideation to implementation, including growth strategies, product and experience design, technology solutions, creative strategies, media, marketing, and campaign management. With strong client relationships and extensive industry knowledge, we enable our clients to operate at the speed of life through the limitless potential of imagination, technology, and intelligence.

You are

A seasoned professional in customer support and contact centers, with a solid grasp of the software and technology that facilitate daily operations. You know what drives customer support efficiency and are focused on maximizing customer value with innovative, self-service strategies. Your background includes leading customer support transformations and exploring how GenAI can reshape business practices. Furthermore, you possess expertise in selling and crafting proposals that present business cases and solutions to various challenges. Thriving in an agile, fast-paced environment inspires you, and you excel in teamwork, deep creative and analytical thinking, problem-solving, and transforming challenges into opportunities. Your exceptional leadership and communication skills allow you to collaborate effectively with everyone from junior team members to executive stakeholders.

The work

• Assess clients' existing customer service offerings to identify gaps, articulate a vision, and propose strategic solutions tailored to their business objectives.
• Craft business cases, establish implementation roadmaps, and oversee solution execution.
• Lead teams in redesigning clients' organizational structures, processes, and technological capabilities to enhance customer service experiences.
• Collaborate with designers and analytics teams to derive insights and create customer-focused, data-driven solutions.
• Advise clients on measuring and enhancing their customer-centric metrics.
• Spearhead change-management initiatives to promote adoption, simplify implementation, and ensure ongoing success of clients' customer service solutions.
• Build and nurture relationships with client stakeholders, establishing long-term partnerships for Accenture.
• Identify growth opportunities and lead efforts to develop the Accenture Consulting practice.
• Mentor junior team members while continually expanding your own expertise.
• Contribute to thought leadership and perspectives to reinforce Accenture's position as a leader in the industry.

Travel is required as needed for client support. Location requires primary residency within 90 minutes of an approved Accenture office.

Here's what you'll need

• A minimum of 7 years of management consulting experience with a strong focus on customer service, customer support, and contact center environments, including:
• Proposing innovative solutions and selling new ideas.
• Integrating experience design and analytics into customer service and support processes.
• At least 3 years of experience with cloud (SaaS) solutions and understanding their role in a client’s application ecosystem,
• Minimum of 2 years' experience with:
• Artificial intelligence and front-end digital platforms.
• 3+ years’ experience with customer service platform technologies (such as Salesforce, Dynamics, Amazon Connect, Genesys, NICE, etc.).
• 1+ years of experience with artificial intelligence and front-end digital platforms.
• 3+ years of in-depth knowledge in two or more relevant areas, such as customer service transformation, experience design, service process implementation, workforce management, quality management, staffing and training, technology support, IVR design, digital customer service platforms, call routing, metrics/KPIs, and supplier/contract management.

Bonus points if

• You have experience evaluating benchmark data (e.g., customer, process, financial benchmarks), managing multiple communication channels, and technology project management within contact centers.
• You can conduct benchmark analyses, offer recommendations, and see implementations through to completion.
• You have hands-on experience with artificial intelligence, GenAI, and conversational design.
• You are familiar with the Utilities (Gas, Electric) Industries.
• A Bachelor's degree in engineering, computer science, information systems, or business is highly preferred due to the role's emphasis on strategic thinking and business design.
• An MBA or an equivalent graduate degree would be advantageous.

Compensation varies based on location, role, skill set, and level of experience. For roles in California, Colorado, the District of Columbia, Illinois, Maryland, Minnesota, New Jersey, New York, or Washington, the salary range is as follows:

• California: $63,800 to $205,800
• 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
• Minnesota: $63,800 to $177,800
• New York/New Jersey: $59,100 to $205,800
• Washington: $68,000 to $189,300

We encourage continuous applications and do not impose a fixed application deadline.

Accenture is dedicated to providing equal employment opportunities and reasonable accommodations for individuals with disabilities or religious observances. If hired, you may be asked to participate in our reasonable accommodation process as needed.

We believe in diversity and inclusion, aiming to prevent discrimination during hiring based on age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, or citizenship status.

For U.S. applicants, work authorization is required that does not require visa sponsorship. Current employees of a client of Accenture or an affiliated Accenture business may not be eligible for consideration. A criminal conviction history will not categorically disqualify candidates. Pay transparency is encouraged, and discussing salary among employees is supported.