Customer Experience & Service Transformation Management Consultant - Financial Services at Accenture

New York, New York, United States

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Not SpecifiedCompensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Financial Services, ConsultingIndustries

Requirements

Minimum five (5) years of management consulting experience with heavy focus working in customer service, customer support, contact center environment or digital customer field, including solutioning and selling new ideas and proposals
Incorporating experience design and analytics into customer service and support processes
1+ year of experience supporting the Financial Services Industry
3+ years of experience working with Cloud (SaaS) solutions and determining how they fit into a client’s larger application ecosystem
3+ years of experience working with Customer service platform technologies (such as Salesforce, Dynamics, Amazon Connect, Genesys, NICE etc.)
1+ year of experience working with Artificial intelligence and front-end digital platforms
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
Primary residency within 90 minutes of an approved Accenture office

Responsibilities

Evaluate clients’ current customer service offerings, identify gaps, shape vision, provide recommendations and propose strategic solutions that address their unique needs and business goals
Define business cases, business and implementation roadmaps, and execute solutions
Lead delivery 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
Lead 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
Contribute to perspectives and thought leadership to help Accenture maintain its thought-leadership position

Skills

Customer Support

Contact Centers

GenAI

Customer Service Transformation

Business Cases

Implementation Roadmaps

Agile

Leadership

Stakeholder Management

Digital Self-Service

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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