Customer Experience & Service Transformation Management Consultant - Comms, Media & Technology

Accenture Song Customer Service Transformation Expert

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.

We are looking for 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 and you're ready to apply your knowledge to help clients optimize and transform their customer service solutions. You've led a customer support transformation previously and are currently experimenting with how GenAI can impact your business and understand large scale technology delivery. Additionally, you are familiar with the selling processes and you've pitched proposals with business cases and solutions to help solve problems. Working in an agile, fast-paced environment 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 are top-drawer, and you know how to work well with everyone from junior colleagues to executive stakeholders.

The Work

Your role will include:

• Evaluating clients' current customer service offerings, identifying gaps, shaping vision, providing recommendations, and proposing strategic solutions that address their unique needs and business goals.
• Defining business cases, business and implementation roadmaps, and executing solutions.
• Leading delivery teams to redesign clients' organizational structure, processes, and technology capabilities so they can deliver optimal customer service experiences.
• Collaborating with visual designers and analytic teams to generate insights and deliver customer centric, insight driven solutions.
• Advising clients on ways to measure and improve their customer-centric metrics.
• Leading change-management initiatives that drive adoption, ease implementation, and position clients' customer-service solutions for ongoing success.
• Establishing relationships with client stakeholders and building long-term partnerships for Accenture.
• Identifying opportunities and driving business development efforts to build the Accenture Consulting practice.
• Managing and coaching junior team members, and continuing to grow your own expertise.
• Contributing to perspectives and thought leadership to help Accenture maintain its thought-leadership position.

Travel

As required for client support. Primary residency within 90 minutes of an approved Accenture office.

Requirements

Here's what you'll need:

• A minimum five (5) years of management consulting experience with heavy focus working in customer service, customer support, contact center environment or digital customer field including:
• Solutioning and selling new ideas and proposals.
• Incorporating experience design and analytics into customer service, and support processes.
• 1+ year of experience in CMT (Comms, Media & Technology) Industry.
• 3+ years of experience working with: Cloud (SaaS) solutions and determining how they fit into a client's larger application ecosystem.
• 3+ years of experience working with Customer service platform technologies (such as Salesforce, Dynamics, Amazon Connect, Genesys, NICE etc.)
• 1+ years of experience working with Artificial intelligence and front-end digital platforms.
• 3+ years of deep functional knowledge in 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:
• Experience in evaluating benchmark data (e.g. customer, process, financial benchmarks); web/chat/email contacts, social media, contact center technology sales or project management experience with center start-ups, consolidation or outsourcing.
• Experience in conducting analysis against benchmarks, producing recommendations, and performing implementations as a result of analysis and recommendations.
• Have hands on experience with artificial intelligence, GenAI and conversational design.