Customer Experience & Service Transformation Management Consultant

Accenture is a leading global professional services company, providing a broad range of services in customer, strategy and consulting, technology and operations, with digital capabilities across all of these services. With our thought leadership and culture of innovation, we apply industry expertise, diverse skill sets and next‑generation technology to each business challenge.

About the Service Practice

Our purpose is to champion the customer, helping businesses across all industries build relevant and significant relationships and interactions with their customers – both B2B and B2C. The Service practice sits within our Song business. We work across Financial Services, Health & Public Sector and Communications Media and Technology clients. In Service, we help our clients define, plan and deliver changes that impact end customers and the front‑office.

What we’re looking for

• Be at the forefront of the industry to create, own and make it a reality for clients looking to better serve their connected customers and always‑on enterprises.
• Support clients to define a customer‑first mindset, helping them shape their business and operating models.
• Redefine customer journeys and personalise interactions to create significant and consistent experiences.
• Be miserable physical and digital engagement models to give their customers a seamless service model.
• Re‑invent the customer “ecosystem” as products/services spread across organisations.
• Learn about the latest trends in customer data and experience from a customer, colleague and operations perspective and utilise this data to help organisations maximise value from their customer interactions.
• Understand how to shape and deliver transformational solutions for clients who are looking to better understand their customers and how they engage with their products and services.
• Have the opportunity to deepen your practitioner knowledge in areas such as design thinking and human‑centred design.
• Explore, shape and deliver Gen AI capabilities to deliver end‑to‑end customer transformation for clients.
• Shape and help deliver integrations of cloud‑based customer platforms (e.g. Salesforce, Microsoft, AWS).
• Work with and learn from high‑performing individuals across Accenture’s Global Network with varied specialisations who are passionate about helping organisations champion the customer.

Responsibilities

• Be part of and lead high‑performing teams and be involved in large‑scale transformational programmes for clients.
• Spend most of your time working on client projects and/or sites, delivering a project, and working alongside practice Leadership to broaden our client base and delivery scope.
• Design and deliver compelling customer propositions.
• Work with Accenture teams to bring innovative solutions and new ideas to our clients to challenge their existing ways of working and strengthen Accenture’s brand and position.
• Collaborate globally with Accenture’s Global Network to add further value and enhance delivery.
• Contribute to the Service Practice with extracurricular activities, including developing Thought Leadership.
• Undergo regular training to remain at the forefront of emerging trends and technologies.

Experience Required

• Multi‑channel experience of future‑state customer propositions covering service across various channels (in‑store/branch, online, mobile, customer contact including telephony, chat, chatbot etc.).
• Advanced CX Measurement including Customer Lifetime Value (CLV) and sentiment analysis.
• Customer Value Management and mobilisation of customer‑oriented programmes.
• Defining contact centre strategies, leveraging cloud platforms.
• Working understanding of how CX can drive business value and ability to build a C‑Suite value narrative.
• Defining new propositions/business models.
• Ability to operate at all stages of a project/programme lifecycle, from proposal through to full programme delivery and experience managing risks and working with senior stakeholders.
• Understanding of Agile techniques and frameworks and experience in leading Agile teams to drive value for customers and improve business performance.
• Strong analytical and problem‑solving skills with the ability to utilise continuous improvement techniques.
• Strong interpersonal skills, with the ability to influence senior stakeholders.
• Working understanding (and curiosity!) of Gen‑AI and its applications across customer servicing.
• Experience in one or more industries: Financial Services, Health and Public Sector and Communications Media & Tech.

Set yourself apart

• Experience in owning and managing relationships with senior leadership (either with your clients or internal partners).
• Experience in owning and managing business outcomes.
• Be certified in Agile and/or Product Ownership methodologies.
• Be certified in one of the major cloud providers (e.g. Salesforce, AWS, Microsoft Azure, etc).
• Be certified in one of the CCaaS providers (e.g. Genesys, Sprinklr, etc).

Benefits

• 30 days of leave to spend each year plus 3 extra volunteering days per year for charitable work of choice.
• Family‑friendly and flexible work policies.
• Attractive pension plan with financial wellbeing support and resources.
• Private healthcare insurance plan and Mental Wellbeing support.
• Employee Assistance Programme, Career Development and Counseling.
• A range of generous Parental Leave offerings.

Job Details

• Seniority level: Mid‑Senior level.
• Employment type: Full‑time.
• Job function: Strategy/Planning and Consulting.
• Industries: Business Consulting and Services.

Accenture is an equal opportunities employer and encourages applications from all sections of society and does not discriminate on grounds of race, religion or belief, ethnic or national origin, disability, age, citizenship, marital, domestic or civil partnership status, sexual orientation or gender identity.