Overview

Customer Experience & Service Transformation Management Consultant

Accenture is a leading global professional services company, providing a broad range of services in customer, strategy and consulting, technology and operations, with digital capabilities across all of these services. We apply industry expertise, diverse skill sets and next-generation technology to each business challenge.

Location

London, Manchester, Edinburgh

Role within the team

As a team member in Song Service within our Service practice, you will help clients define, plan and deliver changes that impact end customers and the front office. You will champion the customer, helping businesses build relevant and significant relationships and interactions with their customers – both B2B and B2C.

Responsibilities

• Be at the forefront of the industry to create, own and make it a reality for clients looking to better serve their connected customers and operate always-on enterprises
• Work with famous brands and household names, helping shape client understanding of the work
• Support clients to define a customer-first mindset, shaping business and operating models
• Redefine customer journeys and personalise interactions to create significant and consistent experiences
• Be at the forefront of physical and digital engagement models to provide a seamless service model
• Re-invent the customer ecosystem as products/services spread across organisations
• Learn about the latest trends in customer data and experience and utilise this data to maximise value from interactions
• Shape and deliver transformational solutions to better understand customers and their engagement with products and services
• Deepen practitioner knowledge in areas such as design thinking and human-centred design
• Explore, shape and deliver Gen AI capabilities for end-to-end customer transformation
• Shape and help deliver integrations of cloud-based customer platforms (e.g. Salesforce, Microsoft Dynamics, AWS)
• Collaborate with Accenture’s Global Network to add value and enhance delivery

Experience required

The most important attribute is the right attitude: contribute to clients and the community as practitioners, think logically and analytically, and develop yourself and others, with a big-picture understanding of customer service trends.

Experience/level in one or more of the following areas:

• Content
• Multi-channel future-state customer propositions (in-store/branch, online, mobile, telephony, chat, chatbot, etc.)
• Advanced CX Measurement including Customer Lifetime Value (CLV) and sentiment analysis
• Customer Value Management and mobilisation of customer-oriented programmes
• Defining contact centre strategies, leveraging cloud platforms
• Understanding how CX drives business value and building a C-Suite value narrative
• Defining new propositions/business models
• Delivery: ability to operate at all stages of a project lifecycle, risk management, and stakeholder engagement
• Understanding of Agile techniques and leading Agile teams
• Strong analytical, problem-solving, and continuous improvement skills
• Interpersonal skills to influence senior stakeholders
• Understanding of Gen-AI and its applications in customer servicing
• Experience in Financial Services, Health and Public Sector and Communications, Media & Tech

Set yourself apart

• Experience owning and managing relationships with senior leadership
• Experience owning and managing business outcomes
• Agile and/or Product Ownership certifications
• Cloud provider certifications (e.g., Salesforce, AWS, Azure)
• CCaaS provider certifications (e.g., Genesys, Sprinklr)

What’s in it for you

Our Total Rewards include a competitive salary, annual performance bonus, potential equity, and a wide range of health and wellbeing benefits. Benefits include:

• 30 days of leave per year plus 3 volunteering days
• Family-friendly and flexible work policies
• Attractive pension plan with financial wellbeing support
• Private healthcare and mental wellbeing support
• Employee Assistance Programme, career development and counselling
• Generous parental leave offerings

Flexibility and mobility are required to deliver this role, with some onsite time to collaborate with clients and peers. Accenture is an equal opportunities employer and does not discriminate on race, religion or belief, ethnic or national origin, disability, age, citizenship, marital or domestic status, sexual orientation or gender identity.

Roles and functions

• Seniority level: Mid-Senior level
• Employment type: Full-time
• Job function: Strategy/Planning and Consulting
• Industries: Business Consulting and Services

End of description.