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Distribution Marketing- Digital Contact Centre – Business Architect Consultant and Manager

Job Location: Location Negotiable

Job Number: 00620302

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- Job description

Role: D&M Digital Contact Centre – Business Architect Consultant and

Manager                                 

Location: London

Travel: Up to 100%

Salary: £48,000 - £102,000

Closing Date: 31.08.2019

 

Accenture

Our mission is to become one of the world's leading companies, bringing innovations to improve the way the world works and lives.

To achieve this we spend our time transforming and evolving some of the world’s best-known companies. Those companies come to us because they want to make more of their opportunities, adapt successfully to change and put ideas into action.

Accenture is approximately 360,000 people across the globe, serving clients in 120 countries. We want to grow our teams to help reach our goals and for that, we need you.

 

Financial Services

Financial Services is an industry in rapid transition driven by shrinking margins, more demanding customers, digital innovation and the rise of new more nimble competitors. Accenture is responding to this by having experts who concentrate on helping CMOs, Customer Directors, Chief Digital Officers, Proposition Directors and Distribution Directors facing these challenges. These experts form our Distribution and Marketing Service (D&M) team.   

Our purpose will be to help Financial Services firms deliver compelling and innovative customer experiences, allow them to serve their customers better, gain insight from ‘big data’ and help them grow their business through innovative digital solutions - with an ambition to be the go-to organisation and dominant force in shaping the market. We will provide specialised Management Consulting, industrial scale technology delivery and innovate operational services to the market place. 

The D&M community sits within our Financial Services Consulting Business, across Capital Markets, Wealth and Asset Management, Banking & Insurance. Projects within D&M are diverse and generally relate to: 

  • Customer experience
  • Customer service
  • Marketing transformation
  • Digital propositions
  • Distribution channels and customer
  • Digital analytics

 

Role Description

It’s important to understand what you might be doing on a day to day basis, and how this might differ from your current position, to make sure Accenture is the right place for you. Most Managers spend the majority of their time working on client sites, delivering a project, with the expectation of extra-curricular responsibilities and practice building on the side. Projects vary dramatically in size and length, with a typical project lasting 6-9 months with an immediate team of 5-10 people. 

A Physical Channels /Digital Contact Centre resource is responsible for building an understanding of our clients’ business and challenges and identifying solutions for their business needs. Managing D&M projects within the Contact Centre channel of Retail Banks. The role typically involves activities such as defining Distribution channel and customer offering strategies, driving analysis and solving design issues. Contact Centre specialists help clients formulate their front-office requirements and shape solutions by leveraging the client’s business, operational and IT stakeholders. They bring together the best of Accenture’s Strategy, Capital Markets, Digital, Change Management and Technology teams. Through client engagements and the development of Accenture’s offerings, Physical Channels practitioners develop a deep knowledge in the combination of Physical and Digital ‘Phygital’ channels.

    Required Skills

    The most important thing for us is that you display the right attitude. We would like you to actively contribute to our community and clients as practitioners, who can think logically, solve problems and engage others. We want you to be driven to develop yourself and others, as well as having a ‘big picture’ understanding of the Financial Services Industry. 

    As well as the above, you should have expertise in one or more the following areas:  

    • Experience working with clients in Contact Centre environments 
    • Driving channel migration, channel specific transformations 
    • Knowledge within the Financial Services industry e.g. Retail Banking, Insurance, Capital Markets 
    • Functional expertise on Contact Centre processes 
    • Omni or Multi-channel’ and/or digital development covering Branch, Remote channels (Telephony) and Online services (e-banking, tablet, mobile…)
    • Knowledge of impacts of Digital technologies on traditional Contact Centre Operating Models and how industry players can “rotate Contact Centre roles to the New”, for example via Robo-advice or Hybrid service models
    • Experience in applying new digital innovations into Contact Centre operational environments
    • Knowledge of different Contact Centre channel capabilities such as Voice (inbound & outbound), Chat, Video, Social, Chatbots, Call Deflection, Customer Intent Analytics
    • Familiarity of Contact Centre operating models covering people, process & technology
    • Understanding of the key areas of a Contact Centre such as IVR, Reporting, Routing to an appropriate agent, Workforce Management, intraday management 
    • Understanding of the major vendor landscape & knowledge of their products/solutions
    • Experience mapping customer journeys and translating customer needs into operational customer service concepts, sales/servicing proposition design, customer servicing capability model creation
    • Ability to operate at all stages of project development lifecycle, from initial strategy projects through to full programme delivery
    • Experience working in an Agile methodology, familiarity with Scrums as well as more classic ‘Waterfall’ delivery approaches.
    • Experience of delivery programmes, including risk / issue management and project management
    • A good team collaborator and people leader who is a strong written / verbal communicator with excellent client relationship and interpersonal skills
    • Well-developed analytical skills and ability to provide clarity to complex issues and synthesise large amounts of information
    • Extra-curricular or external roles displaying leadership qualities

     

    What can we offer you?

     

    1.      Career Opportunity 

    Accenture represents a significant opportunity to work and build your career in not only one of the top Consultancy firms but also within one of its fastest growing areas. The D&M practice has had significant revenue growth over the last three years. Our work spans clients in Banking, Insurance and Capital Markets and includes many trusted client relationships. Our global presence and integrated structure mean we are uniquely placed to help with innovative customer solutions, complex consulting delivery as well as Industry specific advisory work. We positively encourage our people to challenge themselves, think, innovate and collaborate in every role they play, enabling you to grow as fast as you can. 

    2.      Great People 

    People and communities are at the heart of what we do and what makes us a diverse and refreshingly different place to work. People development is rewarded on an equal footing to client delivery, meaning sharing knowledge, ideas and building Industry leading teams are part of our core values.  

    Whether it’s your practice, client account, career counsellor, start group or Industry specialist community, our internal communities help our people feel connected throughout Accenture no matter where they are located or with whom they work. These groups form your support network, friends, learning channels, mentors and help you get the most of out of your career.

    3.      Training 

    We recognise the importance of training to help you remain at the top of your game and continue to grow and achieve through your career, and that’s why last year we invested more than $787 million globally in training and developing our people. 

    Throughout a career at Accenture, you can develop skills and capabilities based on your interests and talents. It starts with new joiner orientation and our core curriculum, which introduce Accenture and help develop basic skills for success. As you progress in your career, you will expand your knowledge and skills through formal development programs.

    4.      Package 

    As well as a highly competitive salary, Accenture offers a comprehensive package, including;

    • 30 days’ holiday
    • Gym subsidies
    • 3 additional days for charitable work of your choice
    • Employee healthcare plan
    • Competitive pension scheme

    Next Steps…

    If this sounds like the role, career and company for you, click below to apply.

    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 specialised 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. Accenture drives innovation to improve the way the world works and lives. Visit us at www.accenture.com.


    Accenture is an equal opportunities employer and welcomes applications from all sections of society and does not discriminate on grounds of race, religion or belief, ethnic or national origin, disability, age, citizenship, marital, domestic or civil partnership status, sexual orientation, or gender identity, or any other basis as protected by applicable law.


    If relocation is required to fulfil the role, the employee must consider their application as an Employee Driven Transfer and they will therefore be personally responsible for any immigration costs relating to their dependents (for the full policy please read the UKI supplement of Policy 0044).


    Closing Date for Applications 31/08/2019

    Accenture reserves the right to close the role prior to this date should a suitable applicant be found.

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