Customer Experience and Service Transformation Consultant - Manager

  • Accenture
  • Hartford, CT, USA
  • Jul 13, 2021
Full time Communications Consultant Management Professional Services

Job Description

Accenture Consulting: Your Unique Place in our Global Collective
Being part of Accenture Consulting means becoming an expert at making the New happen Now. To us, the New is all about the wise pivot that turns constant disruption to continuous reinvention. We are an innovation led company that works at the heart of our clients’ organizations so that no matter how complex the business challenge, we face the future with confidence.

If you love solving challenges and not just studying them, then Accenture Consulting is the right place for you. Join us to develop your ideas into provocative points of view and transformative insights that help shape industries. You’ll work with an amazing and diverse mix of world-class experts with access to one of the most robust portfolios of capabilities and ecosystem relationships in the industry. Together, you’ll do so much more than consult.

Coming here means future-proofing your career and going as far as your ambition takes you. Becoming a tech-savvy, well-rounded, multi-disciplined and market-relevant advisor doesn’t happen by chance. We invest in training and development in a big way, so you can build your future along with ours, creating an impactful career unique to you. Ultimately, we believe we is greater than me and that diverse perspectives lead to the best solutions. Joining Accenture Consulting means you will learn, innovate and lead, and together we will improve the way the world works and lives.

You Are:
An expert in customer support and contact centers, with an understanding of the software / technology that enables day-to-day operations. 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’ve led a customer support transformation previously and understand large scale technology delivery. Additionally, you are familiar with the selling processes and you’ve pitched proposal and solutions to help solve problems. Working in an agile, fast-paced environment energizes you, and you’re at your best when contributing to a team. You’re always ready to dive deep into creative and analytical thinking to solve problems and transform challenges into opportunities. Leadership and verbal skills Yours are top-drawer, and you know how to work well with everyone from junior colleagues to executive stakeholders.

The Work:

  • Evaluate clients’ current customer service offerings, identify gaps, provide recommendations and propose strategic solutions that address their unique needs and business goals

  • Lead delivery teams to redesign clients’ organizational structure, processes, and technology capabilities so they can deliver optimal customer service experiences

  • Collaborate with visual designers and analytic teams to generate insights and deliver customer centric, insight driven solutions

  • Advise clients on ways to measure and improve their customer-centric metrics

  • Lead change-management initiatives that drive adoption, ease implementation, and position clients’ customer-service solutions for ongoing success

  • Establish relationships with client stakeholders and build long-term partnerships for Accenture

  • Identify opportunities and drive business development efforts to build the Accenture Consulting practice

  • Manage and coach junior team members, and continue to grow your own expertise

  • Contribute to perspectives and thought leadership to help Accenture maintain its thought-leadership position

Travel

Ability to travel to client locations, weekly, Monday through Thursday.

For now, all Accenture business travel, international and domestic, is currently restricted to client-essential sales/delivery activity only.   

Please note: The safety and well-being of our people continues to be the top priority, and our decisions around travel are informed by government COVID-19 response directives, recommendations from leading health authorities and guidance from a number of infectious disease experts.

Qualifications

Here’s What You Need:

  • A minimum of three (3) years of management consulting experience with heavy focus working in customer service, contact center environment or digital customer field

  • Experience working with:- Cloud (SaaS) solutions and determining how they fit into a client’s larger application ecosystem

  • Customer service platform technologies (e.g. Salesforce)

  • Artificial intelligence and front-end digital platforms

  • Deep functional knowledge in two or more of the following areas: customer service transformation, customer service experience design and customer service process implementation, contact forecasting and work force 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

  • Bachelor s degree in a related field from an accredited college/university


Bonus Points If:

  • Your Bachelor’s degree is in engineering, computer science, information systems, or business

  • Experience in evaluating benchmark data (e. g. customer, process, financial benchmarks); web/chat/ email contacts, social media, contact center technology sales or project management experience with center start-ups, consolidation or outsourcing is preferred

  • Experience in conducting analysis against benchmarks, producing recommendations, and performing implementations as a result of analysis and recommendations

  • Have hands on experience with artificial intelligence and conversational design

  • You have experience or background in the following industries:- Banking

  • Communications & Media

  • Health

  • Insurance

  • Public Service

  • Utilities

  • Retail

Our Commitment to You:

Your entrepreneurial spirit and vision will be rewarded, and your success will fuel opportunities for career advancement. You’ll make a difference for some pretty impressive clients. Accenture serves many of the Fortune Global 100 on high-profile projects. Opportunities to learn daily through training, assignments, and collaborating with experts across the company. Access to leading-edge technology.

Along with a competitive salary, Accenture offers a comprehensive package including generous paid time off, an employee healthcare plan and a competitive 401K program. Learn more about our extensive rewards and benefits: Your Future Rewards & Benefits

As required by the Colorado Equal Pay Transparency Act, Accenture provides a reasonable range of minimum compensation for roles that may be hired in Colorado. Actual compensation is influenced by a wide array of factors including but not limited to skill set, level of experience, and specific office location. For the state of Colorado only, the range of starting pay for this role is $157,000 - $173,000 and information on benefits offered is here.