顧客/従業員体験コンサルタント - ソング本部 at Accenture

Tokyo, Japan

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Not SpecifiedCompensation

Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Telecommunications, Technology, Media, Entertainment, Manufacturing, Retail, Consumer Goods, Healthcare, Automotive, Financial Services, Energy, Public SectorIndustries

Requirements

Experience in one of the following: strategy consulting, business consulting, technology consulting, corporate planning, business planning, sales, customer service operations understanding/experience
Experience in one of the following industries: telecommunications, high-tech, media/entertainment, manufacturing, retail/distribution, consumer goods, healthcare, automotive, travel, finance, materials/energy, government/public sector
Staff Level: Either (①) multiple years of consulting experience at a consulting firm, or (②) experience in transformation, launch, or integration of call center/customer care areas, knowledge of solutions, and management experience
Manager and above: In addition to staff level requirements, multiple-person team and 1+ year project management experience; broad experience across areas with specialization in one; general business acumen, sense of responsibility; ability to think and act as a team member to deliver value to clients/end users
Positive attitude toward new/given roles and projects, viewing all opportunities as growth chances
Open-minded, able to accommodate diverse values
Smooth communication with clients and internal team members

Responsibilities

Design relationships between companies and customers, value provision, and service development
Design and efficiency improvement of customer touchpoints (call centers, stores, etc.)
Collect, analyze, and utilize customer voices/insights data
Reconstruct employee experiences in business and corporate reforms
Engage in projects from planning to implementation support to improve customer LTV/NPS across all touchpoints (call centers, stores, web, etc.), including both customer and employee experiences
Collaborate with diverse talent and service lines across Accenture Song and Accenture to propose front-end and back-end reforms using latest technology
Examples: Design/reform all customer channels (call centers, stores, apps) for seamless, stress-free experiences; implement GenAI for inquiry handling to reduce wait times, increase self-resolution and satisfaction, improving employee experiences too

Skills

Customer Experience Design

Employee Experience

Service Design

Call Center Transformation

Generative AI

Customer Insights Analysis

Project Management

Strategy Consulting

Business Consulting

Technology Consulting

Accenture

Global professional services for digital transformation

About Accenture

Accenture provides a wide range of professional services, including strategy and consulting, technology, and operations, to help organizations improve their performance. Their services assist clients in navigating digital transformation, enhancing operational efficiency, and achieving sustainable growth. Accenture's offerings include cloud migration, cybersecurity, artificial intelligence, and data analytics, which are tailored to meet the needs of various industries such as financial services, healthcare, and retail. What sets Accenture apart from its competitors is its extensive industry knowledge and ability to deliver comprehensive solutions that address both immediate challenges and long-term goals. The company's aim is to support clients in reducing their environmental impact while driving innovation and growth.

Dublin, IrelandHeadquarters

1989Year Founded

$8.5MTotal Funding

IPOCompany Stage

Consulting, Enterprise Software, CybersecurityIndustries

10,001+Employees

Risks

Rapid AI advancements may outpace Accenture's current capabilities, risking competitive disadvantages.

Integration challenges from multiple acquisitions could affect Accenture's operational efficiency.

The rise of AI-driven startups may disrupt Accenture's market share in customer service solutions.

Differentiation

Accenture's acquisitions enhance its capabilities in digital twin technology for financial services.

The company is expanding its expertise in net-zero infrastructure through strategic acquisitions.

Accenture's focus on software-defined vehicles positions it as a leader in automotive innovation.

Upsides

Accenture's investment in EMTECH supports central bank modernization amid digital currency evolution.

The acquisition of Award Solutions boosts Accenture's presence in the growing 5G and IoT markets.

Accenture's strategic acquisitions align with high-growth markets like digital twins and net-zero projects.

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