Customer Experience & Service Transformation Advisory Manager

About the role

We are seeking an expert in customer support and contact centers with a strong background in software and technology. This role involves leading customer support transformations, experimenting with GenAI, and advising on customer-centric metrics.

Responsibilities

• Evaluate clients' current customer service offerings and propose strategic solutions
• 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 measuring and improving their customer-centric metrics
• Drive change-management initiatives to ensure successful adoption and implementation
• Build long-term partnerships with clients and manage business development efforts
• Coach junior team members and continue to grow your own expertise
• Contribute to perspectives and thought leadership to maintain Accenture's thought-leadership position

Requirements

• A minimum of six (6) years of management consulting experience in customer service, customer support, contact center environments, or digital customer fields
• Experience in solutioning and selling new ideas and proposals
• Experience incorporating experience design and analytics into customer service processes
• Experience with cloud (SaaS) solutions and determining their fit into a client's larger application ecosystem
• Experience with artificial intelligence and front-end digital platforms
• Experience with customer service platform technologies (such as Salesforce, Dynamics, Amazon Connect, Genesys, NICE etc.)
• Experience with customer service transformation, customer service experience design, and customer service process implementation
• Experience with contact forecasting and workforce management, quality management, center staffing and training, technology support, IVR design and implementation, digital customer service technology platforms, call routing, reporting metrics/KPIs, and supplier/contract management

Qualifications

• A Bachelor’s degree in engineering, computer science, information systems, or business is preferred
• A minimum of a Master’s degree in a related field is preferred
• Experience in evaluating benchmark data and producing recommendations based on analysis
• Experience in conducting analysis against benchmarks and performing implementations
• Experience in one or more industry verticals: Hi-Tech, Communications & Media, Health/Healthcare, Financial Services, Life Science/MedTech

Skills

• Strong leadership and verbal communication skills
• Ability to work effectively with all levels of stakeholders
• Experience in agile, fast-paced environments
• Ability to contribute to thought leadership and perspective

Benefits

At Accenture, we offer a comprehensive benefits package including medical, dental, vision, life, and long-term disability coverage, a 401(k) plan, bonus opportunities, paid holidays, and paid time off. For more information, visit our benefits page: U.S. Employee Benefits | Accenture

Pay

The annual salary range for this role is as follows:

• California: $94,400 to $293,800
• Cleveland: $87,400 to $235,000
• Colorado: $94,400 to $253,800
• District of Columbia: $100,500 to $270,300
• Illinois: $87,400 to $253,800
• Maine: $80,400 to $216,200
• Maryland: $94,400 to $253,800
• Massachusetts: $94,400 to $270,300
• Minnesota: $94,400 to $253,800
• New York: $87,400 to $293,800
• New Jersey: $100,500 to $293,800
• Virginia: $87,400 to $270,300
• Washington: $100,500 to $270,300

Schedule

As required for client support.

Location

Primary residency within 90 minutes of an approved Accenture office.