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Accenture · 1 day ago

Customer Experience & Service Transformation Senior Manager

Chicago, IL

Full-time

Hybrid

Senior Level, Lead/Staff, Director/Executive

$132K/yr - $302K/yr

10+ years exp

Accenture Song is focused on driving growth and value for clients through enhanced customer experiences. The Senior Manager will lead transformation initiatives in customer support, leveraging expertise in technology and customer service to optimize solutions for clients.

Business Information SystemsConstructionConsultingInformation ServicesInformation TechnologyInfrastructureManagement ConsultingOutsourcing

No H1B

Responsibilities

Evaluate clients’ current customer service offerings and organizations, identify gaps and opportunities, to generate and prioritize recommendations, offering strategic solutions that address their unique needs and business goals

Quantify business cases, estimating 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 so they can deliver optimal customer service experiences

Collaborate across teams, from visual designers to developers and data scientists to in-industry subject matter advisors, to generate insights and deliver customer-centric, insight-driven solutions

Help advise on how technologies, including CCaaS, CRM, and GenAI can be leveraged to deliver on target outcomes such as revenue growth, cost-savings, and improved experiences

Advise clients on ways to 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, and continue to grow your own expertise

Contribute to perspectives and thought leadership to help Accenture maintain its thought-leadership position

Qualification

Customer support expertiseCloud (SaaS) solutionsCustomer service technologiesArtificial intelligenceSales proposalsExperience designLeadership experienceAnalytical thinkingStakeholder managementTeam collaboration