Customer Experience & Service Transformation Management Manager

$93,400 - $258,500/Yr

Accenture - Cincinnati, OH

Full-time - Mid Level

Cincinnati, OH

10,001+ employees

Professional, Scientific, and Technical Services

About the position

The Customer Experience & Service Transformation Management Manager at Accenture is responsible for leading customer support transformation initiatives, optimizing client service solutions, and enhancing customer-centric metrics. This role requires a deep understanding of customer support organizations, technology delivery, and the ability to collaborate with various stakeholders to drive strategic solutions that align with clients' business goals.

Responsibilities

• Evaluate clients' current customer service offerings and identify gaps.
• Shape vision, provide recommendations, and propose strategic solutions that address unique client needs.
• 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 for Accenture.
• 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.
• Experience in solutioning and selling new ideas and proposals.
• Experience in incorporating experience design, new business models, new technologies, and analytics into customer service processes.
• Experience leading large, complex global transformation projects.
• 5+ years of experience working with Cloud (SaaS) solutions.
• 5+ years of experience working with customer service platform technologies (e.g., Salesforce, Dynamics, Amazon Connect, Genesys, NICE).
• 1+ years of experience working with Artificial Intelligence and front-end digital platforms.
• 5+ years of deep functional knowledge in customer service transformation, experience design, and process implementation.

Nice-to-haves

• Experience in evaluating benchmark data and conducting analysis against benchmarks.
• 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