Customer Experience & Service Transformation Consultant - Accenture
Overview
Lead customer experience transformation for clients. Shape vision define business cases and execute solutions. Redesign organizational structures and lead delivery teams. Drive adoption and measure outcomes. Build partnerships and contribute to thought leadership.
What You'll Do11
- 1Evaluate client service offerings identify gaps shape vision propose strategic solutions
- 2Define business cases implementation roadmaps execute solutions
- 3Lead delivery teams redesign organizational processes technology capabilities
- 4Collaborate with designers analysts generate insights deliver customer centric solutions
- 5Advise on metrics to improve customer centric performance
- 6Lead change management initiatives drive adoption position solutions
- 7Establish stakeholder relationships build long term partnerships
- 8Identify opportunities drive business development for consulting practice
- 9Manage junior team members grow own expertise
- 10Contribute perspectives thought leadership maintain thought leadership
- 11Travel as required for client support
Requirements10
- 1Minimum five years management consulting experience customer service support contact center
- 23+ years experience cloud SaaS solutions integration
- 33+ years experience customer service platform technologies Salesforce Dynamics Amazon Connect Genesys NICE
- 41+ years experience artificial intelligence front end digital platforms
- 53+ years deep functional knowledge in customer service transformation design process implementation
- 6Bonus AI GenAI conversational design experience
- 7Industry vertical experience hi tech communications healthcare financial services life science
- 8Hands on experience evaluating benchmark data web chat email contacts social media contact center technology sales project management
- 9Analysis recommendation implementation background
- 10Experience with GenAI and conversational design
Salary Insight
$59 - $206k per year
Location
Required Skills
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