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Customer Experience & Service Transformation Management Consultant

Company: Accenture
Location: Bentonville
Posted on: July 8, 2024

Job Description:

We are:

Accenture Song accelerates growth and value for our clients through sustained customer relevance. Our capabilities span ideation to execution: growth, product and experience design; technology and experience platforms; creative, media and marketing strategy; and campaign, content and channel orchestration. With strong client relationships and deep industry expertise, we help our clients operate at the speed of life through the unlimited potential of imagination, technology and intelligence. Visit us at: www.accenture.com/song

You are:

An expert in customer support and contact centers, with an understanding of the software / technology that enables day-to-day operations. You understand the ins and outs of customer support organizations what drives call volume, how to unlock and deliver customer value and think about customer support in a digital, self-service manner and you're ready to apply your knowledge to help clients optimize and transform their customer service solutions. You've led a customer support transformation previously are currently experimenting with how GenAI can impact your business and understand large scale technology delivery. Additionally, you are familiar with the selling processes, and you've pitched proposals with business cases and solutions to help solve problems. Working in an agile, fast-paced environment energizes you, and you're at your best when contributing to a team. You're always ready to dive deep into creative and analytical thinking to solve problems and transform challenges into opportunities. Leadership and verbal skills Yours are top-drawer, and you know how to work well with everyone from junior colleagues to executive stakeholders.

The work:

  • 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



    Travel: As required for client support.

    Location: Primary residency within 90 minutes of an approved Accenture office

    Here's what you'll need:

    • A minimum five (5) 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



        Bonus points if:

        • 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 or Financial service Industries



          Compensation at Accenture varies depending on a wide array of factors, which may include but are not limited to the specific office location, role, skill set, and level of experience. As required by local law, Accenture provides a reasonable range of compensation for roles that may be hired in California, Colorado, District of Columbia, Maryland, New York or Washington as set forth below.

          We accept applications on an on-going basis and there is no fixed deadline to apply.

          Information on benefits is here.

          Role Location Annual Salary Range

          California $63,200 to $188,600

          Colorado $63,200 to $163,000

          District of Columbia $67,300 to $173,500

          New York $58,500 to $188,600

          Maryland $58,500 to $150,900

          Washington $67,300 to $173,500

          #LI-NA

          #LI-MP

          What We Believe

          We have an unwavering commitment to diversity with the aim that every one of our people has a full sense of belonging within our organization. As a business imperative, every person at Accenture has the responsibility to create and sustain an inclusive environment.

          Inclusion and diversity are fundamental to our culture and core values. Our rich diversity makes us more innovative and more creative, which helps us better serve our clients and our communities. Read more here

          Equal Employment Opportunity Statement



          Accenture is an Equal Opportunity Employer. We believe that no one should be discriminated against because of their differences, such as age, disability, ethnicity, gender, gender identity and expression, religion or sexual orientation.

          All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.

          Accenture is committed to providing veteran employment opportunities to our service men and women.

          For details, view a copy of the Accenture Equal Employment Opportunity and Affirmative Action Policy Statement .

          Requesting An Accommodation



          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.

          If you would like to be considered for employment opportunities with Accenture and have accommodation needs for a disability or religious observance, please call us toll free at 1 (877) 889-9009, send us an email or speak with your recruiter.

          Other Employment Statements

          Applicants for employment in the US must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the United States.

          Candidates who are currently employed by a client of Accenture or an affiliated Accenture business may not be eligible for consideration.

          Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.

          The Company will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. Additionally, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the Company's legal duty to furnish information.

Keywords: Accenture, Rogers , Customer Experience & Service Transformation Management Consultant, Professions , Bentonville, Arkansas

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