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Customer Service Transformation Lead – SONG
Madrid
Job No. 13704539
Full-time - Hybrid
Description Du Poste
At Accenture Song, we combine creativity, technology and industry expertise to help our clients reimagine customer service experiences that drive growth and efficiency.
As a Customer Service Lead, you will be responsible for shaping and delivering transformation programmes that leverage digital platforms, data and AI to reinvent service operations across industries.
We are looking for a profile with experience in Customer Experience, CRM, and business transformation, capable of working from a strategic and cross-functional perspective.
The person will participate in consulting projects aimed at enhancing customer relationships, designing operating models, and leveraging technology to drive business outcomes.
Key Responsibilities
- Participate in Customer Experience transformation projects, contributing to the definition of strategies, operating models, and improvements in customer processes.
- Analyze business needs and propose solutions that integrate people, processes, and technology, particularly in CRM and customer engagement environments.
- Collaborate with business and technology stakeholders to identify opportunities for improving customer experience and operational efficiency.
- Contribute to the design and implementation of initiatives related to CRM, omnichannel, customer journey, and commercial models.
- Support team management and coordination of deliverables in consulting projects.
- Participate in proposal development and business development activities within the practice.
Qualifications
Requirements
- Previous experience (+10 years) in consulting in areas related to Customer Experience, CRM, digital transformation, or business.
- Solid understanding of consulting methodologies and approaches (process definition, operating models, business analysis).
- Familiarity with CRM solutions (Salesforce, Dynamics, or others) and digital environments related to customer engagement.
- Interest in and understanding of digital trends: data, analytics, customer experience, digital marketing, and/or emerging technologies (including AI).
- Experience working in collaborative and multidisciplinary environments.
- Experience with Agile methodologies is a plus.
- High level of English and Spanish.
- University degree.
What we’re looking for
- A profile with a consulting mindset and strong business orientation
- Strong communication skills and ability to engage effectively with clients
What We Offer
At Accenture, recognised as a Great Place To Work®, we embrace a hybrid work model that combines technology and human connection to maintain our inclusive and diverse culture. According to Refinitiv, we are the most diverse company in the world.
Additional benefits include:
Medical, life and accident insurance
Health services and wellness programmes
Flexible compensation and share purchase plans
Flexibility programmes (working hours, time off, holidays)
Personalised training paths
Sustainability programmes and Accenture Foundation
Employee diversity networks
Other benefits: Bankinter office with special conditions and profit sharing
