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Customer Solutions & Experience Consultant

Job Location: Ontario - Toronto

Regional Description: Canada

Job Number: 00682950


- Job description

People in our Client & Market career track drive profitable growth by developing market-relevant insights to increase market share or create new markets. They progress through market-facing roles that have a direct impact on sales.

The Customer Solution & Experience Consultant designs and implements business improvements that drive industry-specific, function and digital operating model transformations to create value for our clients.

Job Description

Delivery Lifecycle professionals envision, define, build and deploy proven Industry solutions using Accenture proven delivery assets.

Analyze Solution professionals identify and evaluate business needs and issues, understand root causes to clearly define target state business requirements 

A professional at this position level within Accenture has the following responsibilities:

Analyzes complex business problems for which they can shape and define creative and innovative solutions
Defines the value proposition for change by understanding and articulating impacts to key industry / customer operations value levers
Understands the strategic direction set by senior management for client engagements and within the practice as it relates to individual or team goals 
Primary upward interaction is with direct supervisor. May interact with peers and/or management levels at a client and/or within Accenture
Clearly communicate project progress, risks and issues with Accenture and client leadership
Works independently and in teams to bring the best of Accenture to each client engagement
Plans and manages small teams and/or individual work efforts (if in an individual contributor role) at a client or within Accenture
Represents Accenture’s Energy Retail and Customer Service practice by keeping up to date with Accenture research and industry POVs
Basic Qualifications

Minimum of 3 years of experience implementing process and change interventions that integrate strategy, technology and people 
Experience in: Customer Service / Customer Transformation design and delivery
Minimum of 2 years of experience in Sales and/or Service Transformation programs
Minimum of 2 years of experience from the Utilities industry – preference for experience in Canada
Ability to meet travel requirements, when applicable. It is currently our objective to assign our people to work near where they live. However, given the nature of our business and our need to serve our clients, our employees must be available to travel when needed
Bachelor’s degree or equivalent in a related discipline

Professional Skill Requirements

Proven success in contributing to a team-oriented environment
Understanding of utility industry trends, specifically related to customer operations
Functional and/or Technical Experience with utility customer operations with focus on business process improvement and/or supporting technical solutions (e.g. in the contact center, back office and other strategic departments)
Demonstrated experience and ability to develop road maps, strategies and lead projects to design, "build", and implement solutions
Deep expertise in problem solving and structuring, (logical and analytic capabilities)
Significant experience with resolving issues associated with improving operating and strategic performance
Proven ability to work creatively and analytically in a problem-solving environment
Desire to work in an information systems environment
Demonstrated teamwork and collaboration in a professional setting; either military or civilian

What’s in it for you?

All our consulting professionals receive comprehensive training covering business acumen, technical and professional skills development. You'll also have opportunities to hone your functional skills and expertise in an area of specialization. We offer a variety of formal and informal training programs at every level to help you acquire and build specialized skills faster. Learning takes place both on the job and through formal training conducted online, in the classroom, or in collaboration with others. The sheer variety of work we do, and the experience it offers, provide an unbeatable platform from which to build a career.

About Accenture

Accenture is a leading global professional services company, providing a broad range of services and solutions in strategy, consulting, digital, technology and operations. Combining unmatched experience and specialized skills across more than 40 industries and all business functions – underpinned by the world’s largest delivery network – Accenture works at the intersection of business and technology to help clients improve their performance and create sustainable value for their stakeholders. With approximately 442,000 people serving clients in more than 120 countries, Accenture drives innovation to improve the way the world works and lives. Visit us at

Candidates who are currently employed by a client of Accenture or an affiliated Accenture business may not be eligible for consideration.

Accenture promotes a workforce that is reflective of the communities we live in and the clients that we support. At Accenture, we believe in inclusion and diversity. Accenture does not discriminate on the basis of race, religion, color, sex, age, non-disqualifying physical or mental disability, national origin, sexual orientation, gender identity or expression, or any other basis covered by local law.

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

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