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Customer Experience & Service Transformation Management Consultant
Accenture - Cincinnati, OH
posted 2 months ago
About the position
The Customer Experience & Service Transformation Management Consultant role at Accenture focuses on optimizing and transforming customer service solutions for clients. The consultant will leverage their expertise in customer support and technology to evaluate current offerings, identify gaps, and propose strategic solutions that align with clients' business goals. This position requires a blend of analytical and creative thinking, strong leadership skills, and the ability to work collaboratively in a fast-paced environment.
Responsibilities
- Evaluate clients' current customer service offerings and identify gaps.
- Shape vision, provide recommendations, and propose strategic solutions.
- Define business cases, business and implementation roadmaps, and execute solutions.
- Lead delivery teams to redesign clients' organizational structure, processes, and technology capabilities.
- Collaborate with visual designers and analytic teams to generate insights and deliver customer-centric solutions.
- Advise clients on ways to measure and improve their customer-centric metrics.
- Lead change-management initiatives that drive adoption and ease implementation.
- Establish relationships with client stakeholders and build long-term partnerships.
- Identify opportunities and drive business development efforts to build the Accenture Consulting practice.
- 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.
Requirements
- A minimum of five (5) years of management consulting experience with a focus on customer service, customer support, or contact center environments.
- 3+ years of experience working with Cloud (SaaS) solutions and determining their fit into a client's application ecosystem.
- 3+ years of experience with customer service platform technologies (e.g., Salesforce, Dynamics, Amazon Connect, Genesys, NICE).
- 1+ years of experience with Artificial Intelligence and front-end digital platforms.
- 3+ years of deep functional knowledge in customer service transformation, experience design, and process implementation.
Nice-to-haves
- Experience in evaluating benchmark data (e.g., customer, process, financial benchmarks).
- Experience in web/chat/email contacts, social media, contact center technology sales, or project management with center start-ups, consolidation, or outsourcing.
- Hands-on experience with artificial intelligence, GenAI, and conversational design.
- Experience in Products or Financial service Industries.
Benefits
- Diversity and inclusion initiatives
- Equal Employment Opportunity policies
- Accommodations for disabilities or religious observances
