Customer Experience & Service Transformation Advisory Manager

We are

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.

You are

An expert in customer support and contact centers, with an understanding of the software and technology that enables day‑to‑day operations.

You understand the ins and outs of customer support organizations, what drives call volume, how to unlock and deliver customer value, and think about customer support in a digital, self‑service manner.

You have led a customer support transformation previously, are experimenting with how Gen AI can impact business, and understand large‑scale technology delivery.

You are familiar with selling processes, have pitched proposals with business cases, and thrive in an agile, fast‑paced environment.

Leadership and verbal skills are top‑drawer, and you work well with colleagues at all levels.

Responsibilities

• Evaluate clients’ current customer service offerings, identify gaps, shape vision, provide recommendations and propose strategic solutions that address their unique needs and business goals.
• Define business cases, business and implementation roadmaps, and execute solutions.
• Lead delivery teams to redesign clients’ organizational structure, processes, and technology capabilities to 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.
• Job Requirements
• Travel: As required for client support.
• Location: Primary residency within 90 minutes of an approved Accenture office.
• Here’s what you’ll need
• A minimum six (6) years of management consulting experience with a heavy focus on customer service, customer support, contact center environment, or digital customer field.
• Solutioning and selling new ideas and proposals.
• Incorporating experience design and analytics into customer service and support processes.
• 3+ years of experience working with cloud (Saa S) solutions and determining how they fit into a client’s larger application ecosystem.
• At least 2 years of experience with artificial intelligence and front‑end digital platforms.
• 3+ years of experience working with customer service platform technologies (Salesforce, Dynamics, Amazon Connect, Genesys, NICE, etc.).
• 3+ years of deep functional knowledge in at least two of the following areas: customer service transformation, customer service experience design and process implementation, contact forecasting and workforce management, quality management, center staffing and training, technology support, IVR design and implementation, digital customer service technology platforms, reporting metrics/KPIs, and supplier/contract management.
• Bonus Points
• Experience evaluating benchmark data (customer, process, financial) across web/chat/email contacts, social media, contact center technology sales, or project management with center start‑ups, consolidation, or outsourcing.
• Experience conducting analysis against benchmarks, producing recommendations, and performing implementations based on those recommendations.
• Hands‑on experience with artificial intelligence, Gen AI, and conversational design.
• Experience in one or more of the following industry verticals: Hi‑Tech, Communications & Media, Health/Healthcare, Financial Services, Life Science/Med Tech.
• A Bachelor’s degree in engineering, computer science, information systems, or business is highly preferred for this role.
• An MBA or equivalent graduate degree.

Compensation at Accenture varies depending on a wide array of factors, which may include but are not limited to the specific office location, role, skill set, and level of experience.

We anticipate this job posting will be posted until 06/17/2026.

Accenture offers a market competitive suite of benefits including medical, dental, vision, life, and long‑term disability coverage, a 401(k) plan, bonus opportunities, paid holidays, and paid time off.

Equal Employment Opportunity Statement

We believe that no one should be discriminated against because of their differences.

All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis protected by federal, state, or local law.

Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities.

Accenture is an EEO and affirmative action employer of veterans and individuals with disabilities.

Accenture is committed to providing veteran employment opportunities to our service men and women.

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