Customer Experience and Service Transformation Manager

Job Description

Accenture Song accelerates growth and value for clients through sustained customer relevance. Its 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.

Team

The Service team helps clients reinvent service through Human + Agentic AI, modern CRM/CCaaS platforms and AI-enabled operating models, delivering measurable client value. The team helps clients move from reactive, channel-based service to proactive, conversational experiences by combining AI agents with human expertise. It transforms CRM, CCaaS and customer service ecosystems through platform modernization, Conversational AI, Agentic AI, data integration and knowledge management. It also redesigns operating models, workforce, processes and governance to maximize the value of AI and continuously improve performance.

Our Service team consists of 15 talented and engaged colleagues. We work on diverse client projects but stay closely connected through regular meet-ups and knowledge sharing, fostering an energetic, collaborative culture where you’ll also play a key role in coaching and developing others.

You are

You are an expert in customer service and contact centers, with an understanding of customer service ecosystems and technology. You understand the ins and outs of customer support organizations, what drives call volume, how to think about customer support in a digital, self-service manner, and you’re ready to apply your knowledge to help clients optimize and transform their customer service solutions.

You bring this expertise from both an advisory and delivery perspective: shaping the strategy and target solution while also translating it into actionable plans and driving implementation. You’ve experimented with or implemented GenAI solutions and understand how they can be used to drive efficiencies and enhance the experience for both customers and agents.

You’ve previously led customer support transformations and understand what it takes to deliver large-scale technology change. You are comfortable moving from strategy and advisory into hands-on delivery, identifying and quantifying cost savings or revenue opportunities, defining initiatives to realize value, and executing them through implementation. Additionally, you are familiar with the selling process and have pitched proposals and solutions to solve client problems.

Working in an agile, fast-paced environment at the forefront of new trends energizes you, and you’re at your best when contributing to a team. You combine creative and analytical thinking with a get-it-done mentality, turning complex challenges into practical solutions and measurable outcomes. Your leadership and communication skills are strong, and you know how to work effectively with everyone from junior colleagues to executive stakeholders.

The work

• Evaluate clients’ current customer service offerings and organizations, identify gaps and opportunities, generate and prioritize recommendations, offering strategic solutions that address their unique needs and business goals
• Quantify business cases, estimating the value impact of your recommendations, and sequence transformation roadmaps to realize benefits over time
• Lead delivery teams to redesign clients’ organizational structure, processes, and technology capabilities so they can deliver optimal customer service experiences
• Collaborate across teams, from visual designers to developers and data scientists to in-industry subject matter advisors, to generate insights and deliver customer-centric, insight-driven solutions
• Help advise on how technologies, including CCaaS, CRM, and GenAI can be leveraged to deliver on target outcomes such as revenue growth, cost-savings, and improved experiences
• Advise clients on ways to measure success and improve their 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, and continue to grow your own expertise

There is some in-person time for collaboration, learning and building relationships with clients, peers, leaders, and communities. As an employer, we will be as flexible as possible to support your specific work/life needs.