Customer Experience and Service Transformation Advisory Senior Manager | Financial Services

About the role

Accenture Song accelerates growth and value for our clients through sustained customer relevance. Our capabilities span ideation to execution: growth, product and experience design; technology and experience platforms; creative, media and marketing strategy; and campaign, content and channel orchestration. With strong client relationships and deep industry expertise, we help our clients operate at the speed of life through the unlimited potential of imagination, technology and intelligence.

You are an expert in customer support and contact centers, with a deep understanding of the software that enables them. You understand customer support organizations, what drives call volume, and how to optimize customer support in a digital, self-service manner. You’re ready to apply your knowledge to help clients optimize and transform their customer service solutions. You have experience with or implementation of GenAI solutions and understand how they can drive efficiencies and enhance experiences for both customers and agents. You’ve led customer support transformations and understand large-scale technology delivery. You can identify and quantify cost savings or revenue opportunities, propose initiatives to realize value, and execute them. Additionally, you are familiar with the selling process and have pitched proposals to solve client problems.

You thrive in agile, fast-paced environments and contribute effectively to teams. You excel in creative and analytical problem-solving, transforming challenges into opportunities. Your leadership and verbal skills are exceptional, and you work well with everyone from junior colleagues to executive stakeholders.

Responsibilities

• Evaluate clients’ current customer service offerings and organizations, identify gaps and opportunities, and generate and prioritize recommendations to address their unique needs and business goals.
• Quantify business cases, estimate the value impact of recommendations, and sequence transformation roadmaps to realize benefits over time.
• Lead delivery teams to redesign clients’ organizational structure, processes, and technology capabilities to deliver optimal customer service experiences.
• Collaborate across teams—including visual designers, developers, data scientists, and subject matter advisors—to generate insights and deliver customer-centric, insight-driven solutions.
• Advise on leveraging technologies such as CCaaS, CRM, and GenAI to achieve target outcomes like revenue growth, cost savings, and improved experiences.
• Guide clients on measuring success and improving customer-centric metrics.
• Establish relationships with client stakeholders and build long-term partnerships for Accenture.
• Identify opportunities and drive new business development efforts to help new and existing clients transform their customer service.
• Manage and coach junior team members while continuing to grow your own expertise.
• Contribute to perspectives and thought leadership to help Accenture maintain its position as an industry leader.

Requirements

• At least 8 years of experience in a role with customer support, executive ownership, leadership, and selling duties in the Financial Services industry, including:
  • Working in-depth with customer service and support business processes and capabilities.
  • Solutioning and selling new ideas and proposals.
  • Incorporating experience design and analytics into customer service and support processes.
  • Leading and understanding large, complex global transformation projects.
• At least 5 years of experience working with:
  • Cloud (SaaS) solutions and determining how they fit into a client’s larger application ecosystem.
  • Customer service platform technologies such as Salesforce and Dynamics.
  • Artificial intelligence and front-end digital platforms.

Preferred Qualifications

• Bachelor’s degree in engineering, computer science, information systems, or business.
• MBA or equivalent graduate degree.
• Experience leading a customer support organization.
• Hands-on experience with artificial intelligence and conversational design.
• Expertise working with organizations within Financial Services sectors.

Logistics

Primary residency within 90 minutes of an approved Accenture office is required. Travel will be required for client support.

Pay

Compensation varies based on location, role, skill set, and level of experience. The following ranges reflect the annual salary for this role by location:

• California: $132,500 to $338,300
• Cleveland: $122,700 to $270,600
• Colorado: $132,500 to $292,200
• District of Columbia: $141,100 to $311,200
• Illinois: $122,700 to $292,200
• Maine: $112,900 to $249,000
• Maryland: $132,500 to $292,200
• Massachusetts: $132,500 to $311,200
• Minnesota: $132,500 to $292,200
• New York: $122,700 to $338,300
• New Jersey: $141,100 to $338,300
• Virginia: $122,700 to $311,200
• Washington: $141,100 to $311,200

Benefits

Accenture offers a market-competitive suite of benefits, including:

• Medical, dental, vision, life, and long-term disability coverage.
• 401(k) plan with bonus opportunities.
• Paid holidays and paid time off.

For more details, visit U.S. Employee Benefits | Accenture.