Customer Experience and Service Transformation Advisory Senior Manager | Financial Services

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: You are: You are an expert in customer support and contact centers, with an understanding of the software that enables them. You understand the ins and outs of customer support organizations, what drives call volume, how to 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 experimented with or implemented GenAI solutions and understand how they can be used to drive efficiencies and enhance the experience for both customers and agents. You’ve previously led a customer support transformation and understand large scale technology delivery. You understand how to identify and quantify cost savings or revenue opportunities, identify initiatives to realize value, and can execute against them. Additionally, you are familiar with the selling process, and you’ve pitched proposals and solutions to help solve client problems. Working in an agile, fast-paced environment at the forefront of new trends 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 and organizations, identify gaps and opportunities, to generate and prioritize recommendations, offering strategic solutions that address their unique needs and business goals Quantify business cases, estimating the value impact of your recommendations, and sequence transformation roadmaps to realize benefits over time Lead delivery teams to redesign clients’ organizational structure, processes, and technology capabilities so they can deliver optimal customer service experiences Collaborate across teams, from visual designers to developers and data scientists to in-industry subject matter advisors, to generate insights and deliver customer‑centric, insight-driven solutions Help advise on how technologies, including CCaaS, CRM, and GenAI can be leveraged to deliver on target outcomes such as revenue growth, cost‑savings, and improved experiences Advise clients on ways to measure success and improve their customer‑centric metrics Establish relationships with client stakeholders and build long‑term partnerships for Accenture Identify opportunities and drive new business development efforts to help new and existing clients transform their customer service 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 Need:At least 8 years of experience in a role with customer support, executive ownership, leadership, and selling duties in the Financial Services industry such as: Working in‑depth with customer service and support business processes and capabilities Solutioning and selling new ideas and proposals Incorporating experience design and analytics into customer service, and support processes Leading and understanding large, complex global transformation projects At least 5 years of experience working with: Cloud (SaaS) solutions and determining how they fit into a client’s larger application ecosystem Customer service platform technologies such as Salesforce and Dynamics Artificial intelligence and front‑end digital platforms Bonus Points If: You have a Bachelor’s degree in engineering, computer science, information systems, or business You have an MBA or equivalent graduate degree You were responsible for a customer support organization Have hands on experience with artificial intelligence and conversational design Have expertise working with organizations within Financial Services sectors.

LI-NA

U.S. Employee Benefits | Accenture ( Role Location Annual Salary RangeCalifornia $132,500 to $338,300Cleveland $122,700 to $270,600Colorado $132,500 to $292,200District of Columbia $141,100 to $311,200Illinois $122,700 to $292,200Maine $112,900 to $249,000Maryland $132,500 to $292,200Massachusetts $132,500 to $311,200Minnesota $132,500 to $292,200New York $122,700 to $338,300New Jersey $141,100 to $338,300Virginia $122,700 to $311,200Washington $141,100 to $311,200 Uniform Employment Opportunity Statement 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. Acccommodations 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 such as for a disability or religious observance, please call us toll free at View phone number on click.appcast.io or send us an email or speak with your recruiter. 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. Acccommodations 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. For details, view a copy of the Accenture Equal Opportunity Statement ( Accenture is an EEO and affirmative Action Employer of Veterans/Individuals with Disabilities. Accenture is committed to providing veteran employment opportunities to our service men and women. 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. Further, at Accenture a criminal conviction history is not an absolute bar to employment. 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. California requires additional notifications for applicants and employees. If you are a California resident, live in or plan to work from Los Angeles County upon being hired for this position, please click here for additional important information. Please read Accenture’s Recruiting and Hiring Statement for more information on how we process your data during the Recruiting and Hiring process. #J-18808-Ljbffr Accenture