Customer Experience & Service Transformation Management Consultant

Job Description

Management Consultant, Song Service

CL6

London, Manchester, Edinburgh

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.

As a team:

Song Service:

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.

As part of the Service team, you will:

• 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 operate always-on enterprises
• Work with famous brands and household names - no worrying about how to explain what you do to your family again!
• 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 at the forefront of 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 Dynamics, 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

You'll learn, grow and advance in an innovative culture that thrives with shared success, innovative ways of thinking and enables boundaryless opportunities that can drive your career in new and exciting ways.

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.

In this role your responsibilities will be to:

• Be part of and lead high-performing teams and be part of 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

Qualification

Experience Required

The most important thing for us is that you display the right attitude. We would like you to actively contribute to our community and clients as practitioners, think logically and analytically to solve problems and engage others. We want you to be driven to develop yourself and others, as well as having a ‘big picture’ understanding of customer service trends.

As well as the above, you should have experience/expertise in one or more the following areas:

• Content
  • ‘Multi-channel’ experience of future-state customer propositions, covering service across various channels (e.g. 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
• Delivery
  • 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
• Skills & Industry Experience
  • Possess strong analytical, problem-solving skills and be able 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 of the following 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)

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.

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.

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Locations

London

Additional Information

Equal Employment Opportunity Statement

All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.

Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.

Accenture is committed to providing veteran employment opportunities to our service men and women.

Please read Accenture’s Recruiting and Hiring Statement for more information on how we process your data during the Recruiting and Hiring process.

About Accenture

We work with one shared purpose: to deliver on the promise of technology and human ingenuity. Every day, more than 775,000 of us help our stakeholders continuously reinvent. Together, we drive positive change and deliver value to our clients, partners, shareholders, communities, and each other.

We believe that delivering value requires innovation, and innovation thrives in an inclusive and diverse environment. We actively foster a workplace free from bias, where everyone feels a sense of belonging and is respected and empowered to do their best work.

At Accenture, we see well-being holistically, supporting our people’s physical, mental, and financial health. We also provide opportunities to keep skills relevant through certifications, learning, and diverse work experiences. We’re proud to be consistently recognized as one of the World’s Best Workplaces™.

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