Thesis Internship Management Consulting - Song

Job Description

Internship Details

• Period: 4 – 6 months

• Start date: September 2026

The Work

Hi future changemaker in Consulting!

Are you passionate about improving customer service and helping organizations rethink how they support their customers? As a Thesis Intern in the Service team at Accenture Song, you’ll explore how organizations can design and improve their customer service operations, processes, and ways of working.

In this role, you will combine research and hands-on consulting experience. You will learn on the job by supporting client engagements, working alongside experienced consultants, and contributing to real transformation projects – while also writing your thesis on a topic that creates real impact.

Team

The Service Group focuses on the Customer Experience & Service Reinventions domain - the front line of how companies connect with their customers.

Our consultants combine strategy, design, and technology to help global organizations deliver seamless, personalized, and intelligent service experiences.

We are especially exploring how AI can revolutionize customer interactions, streamline service operations, and unlock new business models.

Your Role

As a thesis intern, your role will consist of two main focus areas:

Research (Thesis)

You will define and write your thesis within the customer service domain, combining academic research with practical insights from our projects.

Consulting Support

You will support consultants in their daily work, gaining exposure to real client challenges and transformation projects.

Daily tasks

• Conducting research on customer service, digital transformation, and AI in service

• Exploring how AI can enhance customer service, for example:

• Supporting service agents

• Improving customer interactions

• Enabling more efficient service processes

• Presenting your findings to internal teams and, where relevant, clients

• Assisting in discovery phases, including fit-gap analyses of current service setups

• Supporting the preparation of workshops, presentations, and client deliverables

• Contributing to internal knowledge development and thought leadership

• Supporting business analysis activities, such as structuring problems and identifying improvement opportunities

• Mapping customer service processes and customer journeys

Research

You are free to define your own thesis topic within the service domain. Example directions include:

• AI in Customer Service: How can organizations use AI to improve customer interactions?

• Service Transformation: How can companies redesign their service operations for the future?

• Customer Experience Innovation: From reactive support to proactive, personalized service

• AI Adoption in Service: How willing are organizations to adopt AI in customer service?

• Future of Service Models: From traditional contact centers to AI-supported ecosystems

We encourage you to bring your own ideas. Your research will ideally connect academic insights with real-world application. You can also bring thesis ideas related to the intersection of AI, digital experience, and service design - several previous interns have already completed theses in collaboration with clients and Accenture consultants.