Customer Experience & Service Transformation Senior Manager

Customer Experience & Service Transformation Senior Manager

Join to apply for the Customer Experience & Service Transformation Senior Manager role at Accenture
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Accenture Song accelerates growth and value for our clients through sustained customer relevance. Our capabilities span ideation to execution, including 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 our clients operate at the speed of life through the unlimited potential of imagination, technology and intelligence.

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You are an expert in customer support and contact centers, with a deep understanding of the software that enables them. You understand what drives call volume, how to approach customer support in a digital, self‑service manner, and you are ready to apply your knowledge to help clients optimize and transform their customer service solutions. You have experimented with or implemented GenAI solutions and understand how they can drive efficiencies and enhance the experience for both customers and agents.

You have previously led a customer support transformation and understand large‑scale technology delivery. You can identify and quantify cost savings or revenue opportunities, prioritize initiatives to realize value, and execute against them. You are familiar with the selling process, have pitched proposals and solutions that solve client problems, and thrive in an agile, fast‑paced environment that demands creative and analytical thinking.

Your leadership and verbal skills are top‑drawer, and you work well with colleagues from junior staff to executive stakeholders.

• Evaluate clients’ current customer service offerings and organizations, identify gaps and opportunities, and generate and prioritize recommendations that address their unique needs and business goals.
• Quantify business cases, estimate 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 to deliver optimal customer service experiences.
• Collaborate across teams, from visual designers to developers and data scientists to industry subject‑matter experts, to generate insights and deliver customer‑centric, insight‑driven solutions.
• Advise clients on how technologies, including CCaaS, CRM, and GenAI, can be leveraged to achieve target outcomes such as revenue growth, cost savings, and improved experiences.
• Help clients 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 while continuing to grow your own expertise.
• Contribute to perspectives and thought leadership to help Accenture maintain its thought‑leadership position.

Travel
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As required for client support.

Location
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Primary residency within 90 minutes of an approved Accenture office.

• At least 10 years of experience in a role with customer support, executive ownership, leadership, and selling duties such as working in‑depth with customer service and support business processes and capabilities, solutioning and selling new ideas and proposals, incorporating experience design and analytics into customer service, and leading large, complex global transformation projects.
• At least 5 years of experience working with:

• Cloud (SaaS) solutions and determining how they fit into a client’s larger application ecosystem.
• Customer service platform technologies such as Salesforce and Dynamics.
• Artificial intelligence and front‑end digital platforms.
• Bachelor’s degree.

• Your Bachelor’s degree is in engineering, computer science, information systems, or business.
• You have an MBA or equivalent graduate degree.
• You were responsible for a customer support organization.
• Y…