🚀 Customer Experience & Service Transformation Advisory Management Consultant (H&PS)

Customer Experience & Service Transformation Advisory Management Consultant (H&PS)

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. With strong client relationships and deep industry expertise we help clients operate at the speed of life through the unlimited potential of imagination, technology and intelligence.

You are:

An expert in customer support and contact centers with a deep understanding of the software and technology that enable day‑to‑day operations. You know the ins and outs of customer support organizations, what drives call volume, and how to unlock and deliver customer value in a digital, self‑service manner. You have led customer support transformations, are experimenting with GenAI, understand large‑scale technology delivery, and have experience selling proposals with business cases and solutions. You thrive in an agile, fast‑paced environment, can dive deep into creative and analytical thinking, and possess top‑drawer leadership and verbal skills that allow you to work with stakeholders from junior colleagues to executives.

The work:

• Evaluate clients’ current customer service offerings, identify gaps, shape vision, and recommend strategic solutions that address their unique needs and business goals.
• Define business cases, roadmaps, and execute solutions.
• Lead delivery teams to redesign clients’ organizational structures, processes, and technology capabilities for optimal customer service experiences.
• Collaborate with visual designers and analytics 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 to grow the Accenture Consulting practice.
• Manage and coach junior team members while continuing to grow your own expertise.
• Contribute to thought leadership to help Accenture maintain its thought‑leadership position.

Requirements:

• Minimum five (5) years of management consulting experience with heavy focus on customer service, support, contact center, 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 (SaaS) solutions and integrating them into a client’s application ecosystem.
• 3+ years of experience with customer service platform technologies such as Salesforce, Dynamics, Amazon Connect, Genesys, NICE, etc.
• 1+ year of experience with artificial intelligence and front‑end digital platforms.
• 3+ years of deep functional knowledge in at least two of the following areas: customer service transformation, experience design, process implementation, forecasting, workforce management, quality management, staffing & training, technology support, IVR design, digital platforms, reporting metrics/KPIs, supplier/contract management.
• Travel as required for client support.
• Primary residency within 90 minutes of an approved Accenture office.

Bonus points if:

• Experience evaluating benchmark data (e.g., customer, process, financial) and producing recommendations.
• Experience conducting analysis against benchmarks and performing implementations.
• Hands‑on experience with artificial intelligence, GenAI, and conversational design.
• Expertise working with Health, Public Service, Education, or Non‑profit sectors.

Compensation

California: $63,800 to $205,800
Colorado: $63,800 to $177,800
District of Columbia: $68,000 to $189,300
Illinois: $59,100 to $177,800
Minnesota: $63,800 to $177,800
Maryland: $63,800 to $177,800
New York/New Jersey: $59,100 to $205,800
Washington: $68,000 to $189,300

Location & Travel

Primary residency within 90 minutes of an approved Accenture office. Travel as required for client support.

Equal Employment Opportunity Statement

We believe that no one should be discriminated against because of their differences. Employment decisions are 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 law. Our rich diversity makes us more innovative, competitive, and creative.

Accenture is an EEO and affirmative action employer. We provide equal employment opportunities for persons with disabilities and religious observances, and we are committed to providing veteran employment opportunities.

Applicants must have work authorization that does not require future visa sponsorship. Candidates currently employed by a client of Accenture may not be eligible. Applicant records will not be required for sealed or expunged criminal disclosures, and pay inquiries are protected. Additional California-specific disclosures and regulatory information are available through our Recruiting and Hiring Statement.

Contact

For accommodation requests or employment questions, call 1 (877) 889‑9009 or email