Midwest Customer Experience & Service Transformation Strategy Manager (R00070660_Chicago)
Accenture Strategy & Consulting. Through deep industry expertise, analytics and insights, we empower clients to survive and thrive in the new, the now and the unknown. To stay agile in a world dominated by change, the C-suite must keep the core business running while simultaneously identifying and investing in the new. Accenture Strategy & Consulting enables leaders to act quickly and confidently as they pivot to the future. Known for our ability to execute at speed, we help clients determine clear, actionable paths to competitive agility by bringing them new thinking on business and technology.
Passionate about helping clients solve complex challenges and supporting them through critical transformations. As a member of our Accenture team, you will design and implement service experiences, capabilities, and architecture required to bring customer strategies to life. You understand the ins and outs of customer support organizations what drives call volume, how to think about customer support in a digital, self-service manner and you’re ready to apply your knowledge to help clients optimize and transform their customer service solutions. You’ve led a customer support transformation previously and understand large scale technology delivery. Additionally, you are familiar with the selling processes and you’ve pitched proposal and solutions to help solve problems. Working in an agile, fast-paced environment energizes you, and you’re at your best when contributing to a team. You’re always ready to dive deep into creative and analytical thinking to solve problems and transform challenges into opportunities. Leadership and verbal skills Yours are top-drawer, and you know how to work well with everyone from junior colleagues to executive stakeholders.
Lead client engagements and work streams evaluating processes and performing operational analysis for customer-facing services and functions
Evaluate clients’ current customer service offerings, identify gaps, provide recommendations and propose strategic solutions that address their unique needs and business goals
Lead strategy teams to redesign clients’ organizational structure, processes, and technology capabilities so they can deliver optimal customer service experiences
Collaborate with visual designers and analytic teams to generate insights and deliver customer centric, insight driven solutions
Advise clients on ways to measure and improve their customer-centric metrics
Define likely change-management initiatives that drive adoption, ease implementation, and position clients’ customer-service solutions for ongoing success
Establish relationships with client stakeholders and build long-term partnerships for Accenture
Identify opportunities and drive business development efforts to build the Accenture Consulting practice
Manage and coach junior team members, and continue to grow your own expertise
Provide oversight of highly skilled client and Accenture work teams throughout the project lifecycle and help ensure timely execution of project deliverables
Contribute to perspectives and thought leadership to help Accenture maintain its thought-leadership position
Travel: For now, all Accenture business travel, international and domestic, is currently restricted to client-essential sales/delivery activity only. Please note: The safety and well-being of our people continues to be the top priority, and our decisions around travel are informed by government COVID-19 response directives, recommendations from leading health authorities and guidance from a number of infectious disease experts.
Here’s What You Need:
A minimum of five (5) years of management consulting experience with heavy focus working in customer service, contact center environment or digital customer field, with a minimum of three (3) years of experience leading teams; management consulting experience is required, and selling duties such as:
Working in-depth with customer service and support business processes and capabilities
Solutioning and selling new ideas and proposals
Incorporating experience design and analytics into customer service, and support processes
Leading and understanding large, complex global transformation projects
At least 3 years of experience working with:
Cloud (SaaS) solutions and determining how they fit into a client’s larger application ecosystem
Customer service platform technologies (e.g. Salesforce
Artificial intelligence and front-end digital platforms
At least 3 years of deep functional knowledge in two or more of the following areas: customer service transformation, customer service experience design and customer service process implementation, contact forecasting and work force management, quality management, center staffing and training, technology support, IVR design and implementation, digital customer service technology platforms/Call routing, reporting metrics/KPIs, and supplier/contract management
A Bachelor's Degree
Bonus Points If:
You have an MBA or equivalent graduate degree
Industry experience in a marketing or sales role delivering transformation change programs to increase revenue and drive marketing & sales productivity.
Skills with visualization and analytics tools
Experience in evaluating benchmark data (e. g. customer, process, financial benchmarks); web/chat/ email contacts, social media, contact center technology sales or project management experience with center start-ups, consolidation or outsourcing is preferred
Experience in conducting analysis against benchmarks, producing recommendations, and performing implementations as a result of analysis and recommendations
Have hands on experience with artificial intelligence and conversational design
Strong client communications skills
Strong quantitative and analytical skills
A proven track record of delivery on complex, impactful client engagements or internal projects
You have experience or background in the following industries: Retail, Chemicals & Natural Resources, Industrials, Consumer Goods & Services, Insurance, Health, High Tech, Communications & Media
Join our team, and do extraordinary things!
Our Commitment to You:
Your entrepreneurial spirit and vision will be rewarded, and your success will fuel opportunities for career advancement. You’ll make a difference for some pretty impressive clients. Accenture serves many of the Fortune Global 100 on high-profile projects. Opportunities to learn daily through training, assignments, and collaborating with experts across the company. Access to leading-edge technology.
Along with a competitive salary, Accenture offers a comprehensive package including generous paid time off, an employee healthcare plan and a competitive 401K program. Learn more about our extensive rewards and benefits: [Register to View]
As required by the Colorado Equal Pay Transparency Act, Accenture provides a reasonable range of minimum compensation for roles that may be hired in Colorado. Actual compensation is influenced by a wide array of factors including but not limited to skill set, level of experience, and specific office location. For the state of Colorado only, the range of starting pay for this role is $111,000 - $249,000 and [Register to View]
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