Accenture
Customer Experience & Service Transformation Management Consultant - Products
Accenture, Milwaukee, Wisconsin, United States, 53244
Customer Experience & Service Transformation Management Consultant - Products
Join to apply for the
Customer Experience & Service Transformation Management Consultant - Products
role at
Accenture .
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.
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. You’re ready to apply your knowledge to help clients optimize and transform their customer service solutions. You have led a customer support transformation, are experimenting with GenAI, and understand large‑scale technology delivery. Familiar with selling processes, pitched business‑case proposals, and thrive in an agile, fast‑paced environment. Strong leadership and verbal skills, able to work with everyone from junior colleagues to executive stakeholders.
The work
Evaluate clients’ current customer service offerings, identify gaps, shape vision, and propose strategic solutions.
Define business cases, business and 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 their customer‑centric metrics.
Lead change‑management initiatives that drive adoption 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 grow the Accenture Consulting practice.
Manage and coach junior team members while continuing to grow your own expertise.
Contribute to thought leadership to help Accenture maintain its thought‑leadership position.
Job Requirements
Travel as required for client support.
Primary residency within 90 minutes of an approved Accenture office.
Here’s what you’ll need
A minimum of five (5) years of management consulting experience focused on customer service, support, contact center, or digital customer environments.
Experience solutioning and selling new ideas and proposals.
Incorporating experience design and analytics into customer service and support processes.
At least 1 year working in the Product Industry (CPG, Retail, Travel, Life Sciences).
3+ years of experience with Cloud (SaaS) solutions and integrating them into larger application ecosystems.
3+ years of experience with customer‑service platform technologies (e.g., Salesforce, Dynamics, Amazon Connect, Genesys, NICE).
At least 1 year working with AI and front‑end digital platforms.
3+ years of functional knowledge in two or more of the following areas: customer service transformation, experience design, process implementation, forecasting & workforce management, quality management, staffing & training, technology support, IVR design, reporting metrics/KPIs, supplier/contract management.
Bonus points if
Experience evaluating benchmark data (customer, process, financial), contact center communications, social media, or technology sales.
Experience conducting analysis against benchmarks and producing implementation recommendations.
Hands‑on experience with artificial intelligence, GenAI, and conversational design.
Compensation at Accenture varies depending on factors including location, role, and experience. Benefits information is available here.
Annual Salary Range by Region
California: $63,800 – $205,800
Cleveland: $59,100 – $164,600
Colorado: $63,800 – $177,800
District of Columbia: $68,000 – $189,300
Illinois: $59,100 – $177,800
Maryland: $63,800 – $177,800
Massachusetts: $63,800 – $189,300
Minnesota: $63,800 – $177,800
New York/New Jersey: $59,100 – $205,800
Washington: $68,000 – $189,300
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 protected basis. Accenture is an EEO and affirmative action employer of veterans and individuals with disabilities.
Other Employment Statements Applicants for employment in the US must have work authorization that does not require sponsorship of a visa. Candidates currently employed by an Accenture client or affiliated business may not be eligible. Confidentiality of pay disclosures is protected. California residents must comply with additional notifications. Accenture’s Recruiting and Hiring Statement can be read for additional information.
Seniority Level Mid-Senior level
Employment Type Full‑time
Job Function Strategy/Planning and Consulting
Industries Business Consulting and Services
#J-18808-Ljbffr
Customer Experience & Service Transformation Management Consultant - Products
role at
Accenture .
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.
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. You’re ready to apply your knowledge to help clients optimize and transform their customer service solutions. You have led a customer support transformation, are experimenting with GenAI, and understand large‑scale technology delivery. Familiar with selling processes, pitched business‑case proposals, and thrive in an agile, fast‑paced environment. Strong leadership and verbal skills, able to work with everyone from junior colleagues to executive stakeholders.
The work
Evaluate clients’ current customer service offerings, identify gaps, shape vision, and propose strategic solutions.
Define business cases, business and 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 their customer‑centric metrics.
Lead change‑management initiatives that drive adoption 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 grow the Accenture Consulting practice.
Manage and coach junior team members while continuing to grow your own expertise.
Contribute to thought leadership to help Accenture maintain its thought‑leadership position.
Job Requirements
Travel as required for client support.
Primary residency within 90 minutes of an approved Accenture office.
Here’s what you’ll need
A minimum of five (5) years of management consulting experience focused on customer service, support, contact center, or digital customer environments.
Experience solutioning and selling new ideas and proposals.
Incorporating experience design and analytics into customer service and support processes.
At least 1 year working in the Product Industry (CPG, Retail, Travel, Life Sciences).
3+ years of experience with Cloud (SaaS) solutions and integrating them into larger application ecosystems.
3+ years of experience with customer‑service platform technologies (e.g., Salesforce, Dynamics, Amazon Connect, Genesys, NICE).
At least 1 year working with AI and front‑end digital platforms.
3+ years of functional knowledge in two or more of the following areas: customer service transformation, experience design, process implementation, forecasting & workforce management, quality management, staffing & training, technology support, IVR design, reporting metrics/KPIs, supplier/contract management.
Bonus points if
Experience evaluating benchmark data (customer, process, financial), contact center communications, social media, or technology sales.
Experience conducting analysis against benchmarks and producing implementation recommendations.
Hands‑on experience with artificial intelligence, GenAI, and conversational design.
Compensation at Accenture varies depending on factors including location, role, and experience. Benefits information is available here.
Annual Salary Range by Region
California: $63,800 – $205,800
Cleveland: $59,100 – $164,600
Colorado: $63,800 – $177,800
District of Columbia: $68,000 – $189,300
Illinois: $59,100 – $177,800
Maryland: $63,800 – $177,800
Massachusetts: $63,800 – $189,300
Minnesota: $63,800 – $177,800
New York/New Jersey: $59,100 – $205,800
Washington: $68,000 – $189,300
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 protected basis. Accenture is an EEO and affirmative action employer of veterans and individuals with disabilities.
Other Employment Statements Applicants for employment in the US must have work authorization that does not require sponsorship of a visa. Candidates currently employed by an Accenture client or affiliated business may not be eligible. Confidentiality of pay disclosures is protected. California residents must comply with additional notifications. Accenture’s Recruiting and Hiring Statement can be read for additional information.
Seniority Level Mid-Senior level
Employment Type Full‑time
Job Function Strategy/Planning and Consulting
Industries Business Consulting and Services
#J-18808-Ljbffr