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Customer Experience & Service Transformation Management Manager
Accenture - Des Moines, IA
posted 2 months ago
About the position
The Customer Experience & Service Transformation Management Manager at Accenture is responsible for leading customer support transformation initiatives for clients. This role involves evaluating current customer service offerings, identifying gaps, and proposing strategic solutions to enhance customer service experiences. The manager will work closely with delivery teams to redesign organizational structures and processes, leveraging technology and analytics to drive customer-centric solutions. The position requires strong leadership skills and the ability to collaborate with various stakeholders to foster long-term partnerships and drive business development efforts.
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 personal 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 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.
- 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
- Professional development opportunities
- Flexible work arrangements
- Health and wellness programs
