Job Description

  • Job title: Data Science Senior Manager - Advanced Customer Engagement

    Salary: Competitive salary and benefits
    Location: London
    Level: Management Consulting Senior Manager

    Accenture is a leading global professional services company, providing a broad range of services in strategy and consulting, interactive, technology and operations, with digital capabilities across all of these services. With our thought leadership and culture of innovation, we apply industry expertise, diverse skill sets and next-generation technology to each business challenge.

    We believe in inclusion and diversity and supporting the whole person. Our core values comprise of Stewardship, Best People, Client Value Creation, One Global Network, Respect for the Individual and Integrity. Year after year, Accenture is recognized worldwide not just for business performance but for inclusion and diversity too.

    “Across the globe, one thing is universally true of the people of Accenture: We care deeply about what we do and the impact we have with our clients and with the communities in which we work and live. It is personal to all of us.” – Julie Sweet, Accenture CEO

    As a team:

    Accenture Applied Intelligence, the people who love using data to tell a story. We’re also the world’s largest team of data scientists, data engineers, and experts in machine learning and AI. A great day for us? Solving big problems using the latest tech, serious brain power, and deep knowledge of just about every industry. We believe a mix of data, analytics, automation, and responsible AI can do almost anything—spark digital metamorphoses, widen the range of what humans can do, and breathe life into smart products and services. Want to join our crew of sharp analytical minds?

    We are not just focused on increasing revenues – our technologies and innovations are making millions of lives easier and more comfortable. Join us and become an integral part of our experienced team with the credibility, expertise and insight clients depend on. There will never be a typical day in Applied Intelligence, but that’s why people love it here. You will be working with famous brands and household names – no worrying about how to explain what you do to your family again!

    Artificial Intelligence based solutions are becoming the strategic differentiator across different industries and their business functions.

    One of the areas where Accenture is strongly investing is Advanced Customer Engagement (ACE+). Today, customers expect personalised experiences anywhere, anytime, with intelligent systems or agents who are fully informed about who they are. Companies know that the only way they can accomplish this is by modernising their operations, transforming call centers to contact centers, aggregating and mobilising data from across the front office, and embedding AI. But they’re struggling with the complexity of this multi-faceted journey. 

    In our team you will learn:

    That’s where our Advanced Customer Engagement (ACE+) approach can help.

    We power-up new efficiencies quickly and affordably, allowing businesses to self-fund their next generation front office capabilities. ACE+ can help you achieve higher customer satisfaction scores, greater employee satisfaction and increased customer loyalty.

    If you are a senior manager with an experience and passion to create data driven, exceptional customer experience, please join us and help us to drive our Advanced Customer Engagement offerings across the Europe

    You’ll be working with major financial services, telecommunication, utilities and public service organisations to find the right offerings to drive their objectives. Join us and become an integral part of our experienced data analytics and customer engagement team. 

    In this role you will:

    • Actively drive, shape and sell opportunities for Advanced Customer Engagement (ACE+) offerings with our major European clients
    • Empower and support our local client teams across the Europe in ACE+ business opportunities origination or project delivery
    • Be able to distinctly and passionately present the ACE+ concepts to senior management
    • Actively participate on the shaping and development of the business case for ACE+ opportunities
    • Shape and develop the ACE+ offerings and its value proposition in cooperation with our global AI solution team
    • Help develop a Europe specific go to market strategy for this offering
    • Provide thought leadership to evangelize Accenture’s POV in the market as well as internally
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Qualifications

We recognise that every candidate is different, so the following is a guideline for the skills and experience we are looking for:

Required:

  • Strong experience in designing and executing innovative data driven omni-channel customer engagement (conversational AI, agent assist, behavioural steering, pro-active engagement)
  • Experience and creativity in designing personalised propositions and customer engagement solutions
  • Experience of contact centres, how they operate, critical KPIs and value levers across sales and service
  • Strong knowledge and experience of using data and analytics to understand and optimize customer journeys
  • Industry experience preferable in Financial Services, Telecommunications or Utilities
     

Desirable:

  • Business development experience in the industries listed above
  • Consulting services experience or experience of selling in a consultative environment 
  • Good listening skills, ability to ask questions and probe to uncover issues
  • Experience in structuring and developing compelling proposals
  • Ability to shape and negotiate a deal including understanding pricing and risk
  • Proven ability to work independently and as a team member
  • Good communication (written and oral) and interpersonal skills
  • Good organizational, multi-tasking, and time-management skills
     

All of our Digital 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 specialisation. We offer a variety of formal and informal training programs at every level to help you acquire and build specialised 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.

At Accenture in addition to a competitive basic salary, you will also have an extensive benefits package which includes 30 days’ vacation per year, private medical insurance and 3 extra days leave per year for charitable work of your choice!
 

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.

Travel

For now, all Accenture business travel, international and domestic, is currently restricted to client-essential sales/delivery activity only.  

Please note: The safety and well-being of our people continues to be the top priority, and our decisions around travel are informed by government COVID-19 response directives, recommendations from leading health authorities and guidance from a number of infectious disease experts.

Flexibility and mobility are required to deliver this role in the long term as there will be requirements to spend time onsite with our clients and partners to enable delivery of the first-class services we are known for.

Closing Date for Applications 31/08/2022

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

All employment decisions shall be made without regard to age, race, creed, colour, 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 applicable law.

Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.

COVID-19 update:  The safety and well-being of our candidates, our people and their families continues to be a top priority. Until travel restrictions change, interviews will continue to be conducted virtually. 

What people are saying about us

"Love love love!

Current Employee - Analyst in London, England.

Pros: Fantastic culture, amazing flexibility, good rewards, varied work/projects, lots of extra-curricular activities/group.

Cons: Salaries competitive but not market leading, work life balance can be questionable at times.

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