Customer Experience & Service Transformation Advisory Manager

Overview We are Accenture Song, a practice that accelerates growth through customer relevance, product and experience design, technology, and marketing strategy. You Are An expert in customer support and contact center transformation with deep knowledge of digital self‑service solutions, GenAI impact, and large‑scale technology delivery. You have led transformations, developed and sold business cases, and thrive in agile environments. Your leadership and communication skills enable collaboration from junior team members to executive stakeholders. Responsibilities Evaluate clients’ current customer service offerings, identify gaps, shape vision, and provide strategic recommendations. Define business cases, develop implementation roadmaps, and execute solutions. Lead delivery teams to redesign organizational structure, processes, and technology for optimal customer service experiences. Collaborate with designers and analysts to generate insights and deliver customer‑centric solutions. Advise clients on metrics to measure and improve customer‑centric performance. Lead change‑management initiatives to drive adoption and ongoing success. Build relationships with client stakeholders and establish long‑term partnerships. Identify opportunities and drive business development to grow Accenture Consulting. Manage and coach junior team members, continuing to grow your own expertise. Contribute to thought leadership to maintain Accenture’s industry position. Qualifications Minimum six (6) years of management consulting experience focusing on customer service, contact centers, or digital customer environments. Experience selling new ideas and proposals, incorporating experience design and analytics into service processes. 3+ years of experience with Cloud (SaaS) solutions and their integration into client ecosystems. At least 2 years with Artificial Intelligence and front‑end digital platforms. 3+ years working with customer‑service platform technologies (e.g., Salesforce, Dynamics, Amazon Connect, Genesys, NICE). 3+ years of deep functional knowledge in at least two areas such as transformation, experience design, process implementation, workforce management, quality management, staffing & training, technology support, IVR design, digital platforms, reporting/KPIs, or supplier management. Bonus Points Experience evaluating benchmark data (customer, process, financial) and delivering recommendations. Hands‑on experience with GenAI and conversational design. Industry expertise in Hi‑Tech, Communications & Media, Health/Healthcare, Financial Services, or Life Science/MedTech. Bachelor’s degree in engineering, computer science, information systems, or business; MBA or equivalent preferred. Compensation Compensation varies by location, role, skill set, and level of experience. California: $94,400 – $293,800 Cleveland: $87,400 – $235,000 Colorado: $94,400 – $253,800 District of Columbia: $100,500 – $270,300 Illinois: $87,400 – $253,800 Maine: $80,400 – $216,200 Maryland: $94,400 – $253,800 Massachusetts: $94,400 – $270,300 Minnesota: $94,400 – $253,800 New York: $87,400 – $293,800 New Jersey: $100,500 – $293,800 Virginia: $87,400 – $270,300 Washington: $100,500 – $270,300 Benefits Accenture offers medical, dental, vision, life, and long‑term disability coverage, a 401(k) plan, bonus opportunities, paid holidays, and paid time off. Accommodation Accenture is committed to providing equal employment opportunities for persons with disabilities or religious observances, including reasonable accommodations. Contact us for assistance. Equal Employment Opportunity Statement We believe no one should be discriminated against because of age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity, genetic information, marital status, citizenship status, or any basis protected by law. Accenture is an EEO and affirmative action employer of veterans and individuals with disabilities. Additional Employment Statements Applicants must have work authorization that does not currently or in the future require visa sponsorship. Candidates currently employed by a client of Accenture may not be eligible. Disclosure of sealed or expunged records is not required, and criminal convictions are not necessarily disqualifying. California residents working in Los Angeles County must review additional notifications. Please read Accenture’s Recruiting and Hiring Statement for data processing information. #J-18808-Ljbffr Accenture