Accenture
Customer Experience & Service Transformation Advisory Management Consultant (H&P
Accenture, Walnut Creek, California, United States, 94598
Customer Experience & Service Transformation Advisory Management Consultant (H&PS)
Accenture Song accelerates growth and value for our clients through sustained customer relevance. With capabilities spanning ideation to execution—including growth, product and experience design, technology platforms, creative media, and campaign orchestration—Accenture Song help clients operate at the speed of life through imagination, technology and intelligence.
You are: An expert in customer support and contact centers with deep understanding of the technology that powers day‑to‑day operations. Experienced in transforming support organizations, unlocking customer value, and designing digital, self‑service solutions. Familiar with selling processes and able to pitch proposals and business cases. Excels in agile, fast‑paced environments and leads teams with strong verbal and leadership skills.
The work:
Evaluate clients’ current customer service offerings, identify gaps, shape vision, provide recommendations and propose strategic solutions that address unique needs and business goals.
Define business cases, implementation roadmaps, and execute solutions.
Lead delivery teams to redesign organizational structure, processes, and technology capabilities for optimal customer service experiences.
Collaborate with visual designers and analytics teams to generate insights and deliver customer‑centric, insight‑driven solutions.
Advise clients on ways to measure and improve 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 own expertise.
Contribute to perspectives and thought leadership to help Accenture maintain its thought‑leadership position.
Here’s what you’ll need:
Minimum five (5) years of management consulting experience focusing on customer service, contact center or digital customer fields.
Solutioning and selling new ideas and proposals.
Incorporating experience design and analytics into customer service and support processes.
3+ years of experience with cloud (SaaS) solutions and determining fit into larger application ecosystems.
3+ years of experience with customer service platform technologies (Salesforce, Dynamics, Amazon Connect, Genesys, NICE, etc.).
1+ year of experience 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, experience design and process implementation, contact forecasting and workforce management, quality management, center staffing and training, technology support, IVR design and implementation, digital customer service technology platforms, reporting metrics/KPIs, and supplier/contract management.
Bonus points if:
Experience evaluating benchmark data (customer, process, financial benchmarks) for web/chat/email contacts, social media, contact center technology sales or project management with center start‑ups, consolidation or outsourcing.
Experience conducting analysis against benchmarks, producing recommendations, and performing implementations as a result of analysis and recommendations.
Hands‑on experience with artificial intelligence, GenAI and conversational design.
Expertise working with organizations within Health, Public Service, Education, Non‑profit sectors.
Travel: As required for client support.
Location: Primary residency within 90 minutes of an approved Accenture office.
Compensation at Accenture varies depending on factors such as office location, role, skill set, and experience level. Salaries may range from $63,800 to $205,800 in California, $63,800 to $177,800 in Colorado, $68,000 to $189,300 in District of Columbia, $59,100 to $177,800 in Illinois, $63,800 to $177,800 in Minnesota, $63,800 to $177,800 in Maryland, $59,100 to $205,800 in New York/New Jersey, and $68,000 to $189,300 in Washington.
We accept applications on an on‑going basis and there is no fixed deadline to apply.
Information on benefits is available upon request.
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.
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. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities.
#J-18808-Ljbffr
You are: An expert in customer support and contact centers with deep understanding of the technology that powers day‑to‑day operations. Experienced in transforming support organizations, unlocking customer value, and designing digital, self‑service solutions. Familiar with selling processes and able to pitch proposals and business cases. Excels in agile, fast‑paced environments and leads teams with strong verbal and leadership skills.
The work:
Evaluate clients’ current customer service offerings, identify gaps, shape vision, provide recommendations and propose strategic solutions that address unique needs and business goals.
Define business cases, implementation roadmaps, and execute solutions.
Lead delivery teams to redesign organizational structure, processes, and technology capabilities for optimal customer service experiences.
Collaborate with visual designers and analytics teams to generate insights and deliver customer‑centric, insight‑driven solutions.
Advise clients on ways to measure and improve 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 own expertise.
Contribute to perspectives and thought leadership to help Accenture maintain its thought‑leadership position.
Here’s what you’ll need:
Minimum five (5) years of management consulting experience focusing on customer service, contact center or digital customer fields.
Solutioning and selling new ideas and proposals.
Incorporating experience design and analytics into customer service and support processes.
3+ years of experience with cloud (SaaS) solutions and determining fit into larger application ecosystems.
3+ years of experience with customer service platform technologies (Salesforce, Dynamics, Amazon Connect, Genesys, NICE, etc.).
1+ year of experience 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, experience design and process implementation, contact forecasting and workforce management, quality management, center staffing and training, technology support, IVR design and implementation, digital customer service technology platforms, reporting metrics/KPIs, and supplier/contract management.
Bonus points if:
Experience evaluating benchmark data (customer, process, financial benchmarks) for web/chat/email contacts, social media, contact center technology sales or project management with center start‑ups, consolidation or outsourcing.
Experience conducting analysis against benchmarks, producing recommendations, and performing implementations as a result of analysis and recommendations.
Hands‑on experience with artificial intelligence, GenAI and conversational design.
Expertise working with organizations within Health, Public Service, Education, Non‑profit sectors.
Travel: As required for client support.
Location: Primary residency within 90 minutes of an approved Accenture office.
Compensation at Accenture varies depending on factors such as office location, role, skill set, and experience level. Salaries may range from $63,800 to $205,800 in California, $63,800 to $177,800 in Colorado, $68,000 to $189,300 in District of Columbia, $59,100 to $177,800 in Illinois, $63,800 to $177,800 in Minnesota, $63,800 to $177,800 in Maryland, $59,100 to $205,800 in New York/New Jersey, and $68,000 to $189,300 in Washington.
We accept applications on an on‑going basis and there is no fixed deadline to apply.
Information on benefits is available upon request.
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.
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. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities.
#J-18808-Ljbffr