Job Description

Organization: Accenture Interactive 
Title: Digital Transformation Senior Manager – Customer Interaction Transformation

Accenture Digital
The digital revolution is changing everything, transforming how we work and play. Are you reacting to the disruption each day or are you leading the way as a digital disrupter? Accenture Digital is driving these exciting changes and bringing them to life across 40 industries in more than 120 countries. At the forefront of digital, you’ll create it, own it and make it a reality for clients looking to better serve their connected customers and operate always-on enterprises. Join us and become an integral part of our experienced digital team with the credibility, expertise and insight clients depend on.

Accenture Interactive
Accenture Digital is powered by three practices – Interactive, Applied Intelligence, and Industry X.O. Accenture Interactive helps the world’s leading brands delight their customers and deliver superior business performance and customer experiences. As part of Accenture Interactive Experience Transformation, you’ll balance art and science to create award-winning digital experiences for today’s connected consumers through integrated and dynamic solutions that incorporate strategy, marketing, creative and technology.

There is never a typical day at Accenture Interactive, that’s why people love it here. The opportunities to make a difference while working on exciting client initiatives are limitless in this ever-changing space. Your role will require you to create new ideas, work directly with the clients to flesh out these ideas, and help clients bring these ideas to reality. Our projects are typically long-term engagements completed on client sites in teams of combined Accenture and client professionals. 

Essential Duties & Responsibilities 

Shape how leading brands / governments interact with their customers / citizens as a result of emerging digital capabilities including Virtual Assistants, AI, Natural Language and Integrated Channel Models.
Work with Accenture’s leading Experience Design, AI, Digital Delivery and CRM teams to design and execute interaction transformation initiatives that drive improved experience and drastically reduce cost to serve
Develop and scale the skills within the Experience Transformation Team to realize the emerging market opportunity for Accenture in this space
A recognized business leader in Customer Experience and Channel Transformation, work within Accenture’s integrated solution go to market approach to position and sell customer interaction transformation projects  
Someone with a keen eye for what your customers want, how they behave, what their preferences are and how digital fits in
You are insight-driven, experience/design-driven, value-driven and solution-driven
An architect who designs digital products, services or solutions to address your customers’ needs
You can design new digital ventures, mobilize them and know well how to fund them
Visionary who can see how the digital venture will disrupt the industry to deliver value to our client
Someone who can create a revenue plan, a marketing plan, a sales plan and digital operations playbook to commercialize the new digital business
And, one who will not hesitate in rolling up the sleeves to take lead of the new digital business for the client, if needed

Work with Industry Leadership and Operating Group teams to:
Develop and deliver new, cutting-edge, digital transformation business through trust and value-led relationships with clients
Develop digital and multi-channel digital customer strategies for clients related to customer experience, and contact channel management 
Conduct value analysis, creating the business case
Develop the requirements to implement the strategy
Be a thought-leader in Digital Industry challenges, trends, solutions, economics
Help Industry Leads in creation of a digital value architecture for your industry
Develop plans to help clients achieve their digital vision by bringing together Accenture assets, products and services (customer strategy, experience / interaction design, multi-channel analytics, channel transformation,  AI, Virtual Assistant, content management, contact center and technology architecture)
Lead client assessment portion of strategy engagements, develop cohesive conclusions and present key findings at the executive level
Provide ongoing strategic and operational guidance to support new business activities and existing client relationships
Business Operations accountability: Ensure smooth, on-time, on-budget delivery of services to our client while ensuring sound commercials for Accenture
Travel Required

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Basic Qualifications
Bachelor's degree in related field 
8+ years of experience in Digital Transformation for a Top Tier consulting firm, digital agency or a Fortune 2000 company
5+ years of experience within CRM/Analytics: customer satisfaction, customer insight, relationship management, web analytics 
5+ years of leading large-scale strategy/transformation initiatives related to contact/customer experience 

Preferred Skills
Core management consulting skills including:
o Visioning workshop facilitation
o Client interviews / focus groups
o Problem-solving
o Strong verbal and written communication skills, story-telling
o Quantitative & qualitative value-case development
Client relationship skills and strong business development acumen
Ability to thrive in an ambiguous/start-up environment as the business develops and scales 
Understanding of broader CMO/CDO/COO agenda and how digital fits within the overall scope 
Experience with defining high level enterprise digital architectures, and applying digital contact and development best practices to support strategy recommendations 
Experience with developing large scale strategy for global solutions for Fortune 500 clients, including requirements definition and implementation 
Experience in driving outcomes through leadership of transformation efforts
MBA from a leading business school – nice but not required

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 Global 1000 on high-profile projects
Opportunities to learn daily through training, assignments and collaboration with experts across the company
Access to leading-edge business and technology innovation

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 employment opportunities to current or former members of the armed forces.
We are committed to employment equity. We encourage all people, including women, visible minorities, persons with disabilities and persons of aboriginal descent to apply.
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.

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.

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