Customer Experience Insights Specialist

b Overview /b p In this role you will help clients understand customer behavior across CRM, contact centres, digital and first‑party data, turning evidence into practical opportunities to improve experience and service. You’ll lead analytical workstreams, apply Python and analytics, and responsibly use generative AI to accelerate insights. You’ll communicate findings to non‑technical stakeholders and work with cross‑functional teams to move from insight to action. This position sits within Accenture Song’s AI and Data practice, driving measurable customer outcomes at scale. /p b Pay / Benefits /b ul li competitive basic salary /li li annual performance bonus /li li equity opportunities /li li 30 days leave + 3 volunteering days /li li flexible work policies /li li pension plan with financial wellbeing support and resources /li /ul b Responsibilities /b ul li Analyse customer behavior, segments and journeys across digital and assisted channels /li li Identify friction, channel leakage and improvement opportunities in customer outcomes /li li Create segmentation and behavioural insights for relevant experiences /li li Join CRM, contact centre, digital analytics and first‑party data for a joined‑up view /li li Use Python to explore data, test hypotheses and build repeatable insights /li li Apply generative AI to speed analysis and synthesize evidence /li li Communicate patterns and root causes with clear storytelling /li li Translate analysis into actionable recommendations for CX and channel strategy /li li Lead analytical workstreams from problem definition to recommendations /li li Collaborate with service design, CRM, data and technology teams to implement insights /li li Present findings to non‑technical and senior audiences /li li Contribute reusable methods and assets to Song AI and Data practice /li /ul b Key requirements /b ul li Experience in customer analytics or channel analytics /li li Practical knowledge of CRM environments and omnichannel optimization /li li Ability to combine digital, assisted‑channel and first‑party data /li li Strong Python skills with SQL and data visualization experience /li li Experience using generative AI for analysis and insight development /li li Proven client‑facing experience and ability to communicate with senior stakeholders /li li Self‑driven, proactive and able to deliver in fast‑paced, ambiguous environments /li /ul ul li collaborative /li li proactive /li li strong communication to non‑technical audiences /li li Python /li li SQL /li li data visualization /li /ul