Customer Experience and Service Transformation Advisory Senior Manager

Customer Service Transformation Leader

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 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 heavy focus working in customer service, customer support, contact center environment, executive ownership, leadership, and selling duties 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, Dynamics, Amazon Connect, Genesys, NICE etc.)
• Artificial intelligence and front-end digital platforms
• 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:

• 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.
• Other preferred industry verticals include:

Hi-Tech, Communications & Media, Health/Healthcare, Life Science/MedTech, Retail/Utilities/Energy/Oil & Gas, Entertainment etc.