Accenture
Customer Experience & Service Transformation Management Consultant
Accenture, Beaverton, Oregon, us, 97078
Customer Experience & Service Transformation Management Consultant
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. We are looking for 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. The work involves evaluating clients’ current customer service offerings, identifying gaps, shaping vision, providing recommendations, and proposing strategic solutions. Key responsibilities include: Evaluate clients’ current customer service offerings, identify gaps, shape vision, provide recommendations and propose strategic solutions Define business cases, business and implementation roadmaps, and execute solutions Lead delivery teams to redesign clients’ organizational structure, processes, and technology capabilities 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 To be successful in this role, you will need a minimum of five years of management consulting experience with a heavy focus on working in customer service, customer support, contact center environment, or digital customer field. This includes experience with solutioning and selling new ideas and proposals, incorporating experience design and analytics into customer service and support processes, and working with cloud (SaaS) solutions and customer service platform technologies. Accenture is committed to providing equal employment opportunities for persons with disabilities or religious observances, including reasonable accommodation when needed. We believe that no one should be discriminated against because of their differences. Equal Employment Opportunity Statement 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, 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.
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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. We are looking for 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. The work involves evaluating clients’ current customer service offerings, identifying gaps, shaping vision, providing recommendations, and proposing strategic solutions. Key responsibilities include: Evaluate clients’ current customer service offerings, identify gaps, shape vision, provide recommendations and propose strategic solutions Define business cases, business and implementation roadmaps, and execute solutions Lead delivery teams to redesign clients’ organizational structure, processes, and technology capabilities 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 To be successful in this role, you will need a minimum of five years of management consulting experience with a heavy focus on working in customer service, customer support, contact center environment, or digital customer field. This includes experience with solutioning and selling new ideas and proposals, incorporating experience design and analytics into customer service and support processes, and working with cloud (SaaS) solutions and customer service platform technologies. Accenture is committed to providing equal employment opportunities for persons with disabilities or religious observances, including reasonable accommodation when needed. We believe that no one should be discriminated against because of their differences. Equal Employment Opportunity Statement 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, 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.
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