Customer Experience & Service Transformation Management Manager

$93,400 - $258,500/Yr

Accenture - Cleveland, OH

Full-time - Mid Level

Cleveland, 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 service experiences through innovative technology and strategic recommendations. This role requires a deep understanding of customer support operations, technology integration, and the ability to drive change within organizations to meet evolving customer needs.

Responsibilities

• Evaluate clients' current customer service offerings and identify gaps.
• Shape vision, provide recommendations, and propose strategic solutions that address unique client needs and business goals.
• Define business cases, business and implementation roadmaps, and execute solutions.
• Lead delivery teams to redesign clients' organizational structure, processes, and technology capabilities for optimal customer service experiences.
• Collaborate with visual designers and analytic teams to generate insights and deliver customer-centric, insight-driven solutions.
• Advise clients on ways to measure and improve their customer-centric metrics.
• Lead change-management initiatives that drive adoption and ease implementation of customer-service solutions.
• 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.
• Incorporating experience design, new business models, new technologies, and analytics into customer service processes.
• Leading and understanding large, complex global transformation projects.
• 5+ years of experience working with Cloud (SaaS) solutions and their integration into a client's application ecosystem.
• 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, process implementation, contact forecasting, quality management, and technology support.

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

• Competitive salary and performance bonuses.
• Comprehensive health insurance coverage.
• 401(k) retirement savings plan with company matching.
• Flexible work arrangements including hybrid work options.
• Professional development and learning opportunities.