Agentic Strategy & Advisory Manager

We are Accenture Song, the world's largest tech-powered creative group. For us, customer experience is not an add-on; it’s foundational to who we are and how we empower our clients. As the world’s largest, most disruptive agency, we drive lasting growth for clients by helping them design, build, and run meaningful experiences that make people’s lives better, more productive, and more meaningful.

As an Agentic Strategy & Advisory Lead in Accenture Song Service, you will play a pivotal role in shaping the AI agenda for our clients at executive level, translating agentic capability into compelling business cases, measurable outcomes and strategic roadmaps. Our mission: To help our clients to deliver exceptional human and agentic experiences that deliver simplicity, cost transformation, and an engine for growth.

Every interaction is a moment to resolve, deepen trust, build loyalty, and demonstrate the brand promise when it counts most. If you're looking for a challenging career working in a vibrant environment with access to training and a global network of specialists, this is the role for you.

The Service practice sits within Accenture Song. Our vision is to deliver iconic client outcomes by shaping exceptional agentic experiences that deliver cost transformation and drive growth. We focus on:

• Reinventing customer service across physical, digital and AI-powered channels
• Designing future-ready service models, enabled by platforms, data and automation
• Embedding GenAI, intelligent automation and decisioning into customer service journeys and operations
• Supporting clients to define a customer-first mindset, helping them shape their business and operating models
• Ensuring the services we design deliver real value for customers

We work across the full lifecycle: from ambition and vision, through design and experimentation, to scaled delivery and adoption.

What you'll do

• Help shape our clients’ AI agenda
• Lead AI strategy engagements. Develop executive-level narratives that connect agentic capability to commercial outcomes, linking agentic capability to growth, efficiency and resilience.
• Build business cases and AI investment frameworks for C-suite audiences.
• Lead teams in collation of data and Business insights, identifying and prioritising value opportunities for clients.
• Translate client CX requirements into actionable agentic strategies and delivery roadmaps.
• Shape agentic programme principles; ensuring the right ambition is set before delivery begins.
• Provide a point of view of what AI can do to drive business growth.
• Support client decision‑making on AI governance, technology selection and operating model design.

Deliver at scale

• Lead multi‑workstream strategy engagements with clear governance and quality standards.
• Mentor junior team members and drive quality of strategic output across the team.
• Partner with data teams to direct analysis (of big data), collate and translate insights into strategic client value opportunities, taking accountability for benefits tracking and delivering measurable outcomes.
• Craft data‑driven narratives that resonate at C‑suite level, translating complex analysis and visualisation into clear, actionable insight that shapes client decisions.
• Collaborate closely with Forward Deployed Engineers, Experience Designers, Change Leads and delivery teams to integrate strategy into broader transformation programmes.

Grow people, capability and the practice

• Contribute to thought leadership, assets and accelerators in agentic strategy and AI.
• Support sales, propositions and go‑to‑market activity.
• Develop the next generation of AI advisory talent within Song.
• Encourage development of data skills and value focused mindset amongst team members across levels.

Experience Required

• Significant experience in management consulting, AI strategy and/or digital transformation advisory.
• Strong background in management consulting, AI strategy and/or digital transformation.
• Proven track record of building and presenting executive‑level business cases for AI or technology investment.
• Experience operating across the full project lifecycle; from shaping and selling work through to delivery oversight.
• Experience translating business priorities into AI strategies, leading business case development and implementing value measurement frameworks.
• Proven track record of leveraging data to diagnose organisational pain‑points, drive performance and demonstrate tangible business value.
• A portfolio of strategy engagements that demonstrate commercial impact.
• Proven ability to lead with clarity and influence in ambiguous, fast‑moving environments.

AI, data and technology experience

• Strong understanding of Agentic AI and how these capabilities scale across programmes.
• Confident working knowledge of data structures and value measurement, able to interrogate technical approaches, shape requirements and lead delivery teams with credibility.
• Working knowledge of or alongside: GenAI‑enabled services (e.g. conversational AI, agent assist, agentic workflows), Cloud‑based platforms and agentic tooling (e.g. Salesforce Agentforce, AWS Bedrock, Claude Code/Codex/Gemini), AI governance, responsible AI and emerging regulation.
• Data discovery and analysis - awareness of tools visualisation tools, ETL processes etc.
• Experience in delivery and/or use of Conversational AI Tooling such as GECX, Amazon Connect, Microsoft Dynamics, PolyAI, Congnigy, Cresta, Sierra, Decagon, Parloa.
• Experience of using Open AI, Antropic and Vercel.

Leadership & consulting skills

• Strong analytical and problem‑solving capability.
• Confident senior stakeholder management and compelling storytelling.
• Experience leading and shaping AI initiatives and managing delivery quality.
• Understanding of commercial models and deal economics in professional services.
• Comfortable leading within agile, collaborative, fast‑moving consulting environments.
• Can clearly articulate AI strategy rationale and trade‑offs to non‑technical senior stakeholders.

Set yourself apart

• Certifications in AI strategy, management consulting, value frameworks.
• Thought leadership or published point of view on agentic AI, customer service reinvention or AI governance.
• Contact centre platform experience (e.g. Genesys, Sierra, Decagon, Parloa, PolyAI, NICE Cognigy, Agentforce Contact Centre and Amazon Connect).
• Experience in Telco, Financial Services or Public Sector; our highest‑demand client verticals.
• Hands‑on experience across visualisation tools, SQL, coding languages and ETL processes, with the ability to engage credibly across the full data pipeline.

What's in it for you

Our Total Rewards consist of a competitive basic salary, annual performance bonus, opportunities to acquire equity and a wide range of health and wellbeing benefits. These include perks such as:

• 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 Counselling.
• A range of generous Parental Leave offerings.

Flexibility and mobility are required to deliver this role as there will be requirements to spend time onsite with our clients and partners to enable delivery of the outstanding services we are known for. Please note that with all our roles, you should expect some in‑person time for collaboration, learning and building rapport with clients, peers, leaders and communities. As an employer, we will be as flexible as possible to support your specific work/life needs.

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, sexual orientation, gender identity or expression, marital status, citizenship status or any other basis as protected by applicable law. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities.