Job Description

About Accenture:
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. We combine unmatched experience and specialized capabilities across more than 40 industries - powered by the world's largest network of Advanced Technology and Intelligent Operations centers. With 514,000 people serving clients in more than 120 countries, Accenture brings continuous innovation to help clients improve their performance and create lasting value across their enterprises. Visit us at www.accenture.com

About Accenture:
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. We combine unmatched experience and specialized capabilities across more than 40 industries – powered by the world’s largest network of Advanced Technology and Intelligent Operations centers. With 513,000 people serving clients in more than 120 countries, Accenture brings continuous innovation to help clients improve their performance and create lasting value across their enterprises. Visit us at www.accenture.com.

About Capability Network:
Part of Strategy & Consulting, the Capability Network is a global distributed management consulting organization that provides management consulting and strategy expertise across the client lifecycle. Approximately 3,600 consultants are part of this rapidly expanding network, providing specialized and strategic industry and functional consulting expertise from key locations around the world. Our Capability Network teams complement Accenture’s in-country teams to deliver cutting-edge expertise and measurable value to clients all around the world. For more information, visit www.accenture.com/capabilitynetwork.

Practice Overview:
The Customer Sales & Service functional team is aligned to the Capability Network division of Accenture and works with clients across its marketing, sales and services department. The team provides transformation services across three key offerings: Living Marketing, Connected Commerce and Next-Generation Customer Care. These services help our clients become living businesses by optimizing their marketing and sales strategies and thereby optimizing their cost to serve, thus improving revenue per customer.
The team is comprised of individuals who have an in-depth understanding of marketing, sales and services functions and experience across various industries like Communications and High Tech, Banking, Insurance, Energy, Utilities and Retail.
We are looking for passionate and driven individuals who will help define service strategies, design and implement contact center or CRM solutions and help enhance our client’s service operations. Individuals must have good communication skills, knowledge in relevant technologies, innovative thinking and commitment to quality.

Skill Overview:
Candidates need to have:
• Ability to understand omnichannel data across digital(chatbot, mobile app and web) and traditional channels (call center) and surface meaningful insights to improve overall customer experience
• An understanding of Contact Center setup, Call/conversation flow design as well as related data analysis.
• Sound experience in the understanding call, conversation, and customer navigation flow on the various channel of interactions.
• Strong in Data analytics – Candidate should have an analytical mindset and should be creative in data visualization with hands on experience in dashboarding
• Strong problem-solving ability – Candidate needs to exhibit structured thinking, strong Analytical Skills, and Process Orientation
• Should be able to suggest flow modification and improvement to enhance the overall customer experience.
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Qualifications

Principal Duties and Responsibilities: • Serve as Customer Journey Analytics consultant and perform hands-on delivery of customer journey analytics offerings. • Participate in pre-sales activities including response to RFPs, creating proofs of concept, creating effective presentations, demonstrating solutions during client orals, effort and cost estimation process, etc. • Be a member and/or lead the project delivery workstream across phases • Participate in practice-specific initiatives including creating points of view, creating reusable assets on contact center space, performing analysis on industry research and market trends, and bringing in innovative solutions, etc. Qualifications: • MBA degree or Post Graduate in Analytics or equivalent experience Experience: • Two to six years of experience in contact center data analytics • Overall understanding of Customer Care / Contact Center setup and deep understanding of its functioning. • Should have managed large amounts of omni channel data along with contact center data, including extracting reports from multiple sources and merging complex data. • The candidate should be proficient in SQL and should have basic understanding of R/Python. • Should be highly proficient in Excel; Knowledge of visualization tools like Sprinklr, Tableau & Power BI is preferred • Excellent communication skills are required to negotiate internally as well as externally with clients. Key Competencies and Skills: • Understand and analyze data to drive business insights • Data visualization for easy consumption of data with senior management • Strong customer care process orientation and ability to learn quickly • Suggest change in Flow/process backed by data • Monitor and provide feedback loop during execution of various initiatives • Can work in high-paced and complex projects and understand industry-specific customer service processes, operations, and functional needs • Thorough skills to manage stakeholder expectations and be engaging in resolving issues and risks for the success of the project • A strong and well-established record of accomplishment in omni-channel / contact center data structures and data analytics and understanding customer interaction data across various interaction channels (IVR, web, email, chat, SMS, social media, etc.) • Deep knowledge of multiple self-service and speech recognition vendors’ data is a plus. (NICE Customer Journey Analytics, Sprinklr CJA etc.) • Ability to work on business proposals from solutioning and effort estimation standpoint and to demonstrate solutions during client orals • Excellent communications and presentation skills • Performance and status reporting • Problem solving and conflict management • Ability to work effectively in a remote, virtual and global environment • Extensive experience in designing and implementing customer experience strategies leveraging data (customer journey analytics) • Proven track record of working with global cross-functional teams to deliver breakthrough results with increasing NPS/FCR, driving self-service, lowering customer churn and accelerating business outcomes (reducing interaction handle times, decreasing case inventory, lowering employee turnover, etc.) • Demonstrated fluency with using quantitative (Six Sigma DMAIC, PowerPivot, Tableau, multivariate regression, etc.) and qualitative (focus groups, Voice-of-the-Customer surveys, observations, etc.) research tools and methodologies Additional Information: The candidate needs to have the flexibility to be based in Bangalore.

We have been alerted to the existence of fraudulent messages asking job seekers to set up payment to cover various costs associated with establishing employment at Accenture. No one is ever required to pay for employment at Accenture. If you are contacted by someone asking for payment, please do not respond, and contact us at india.fc.check@accenture.com immediately.

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.

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. 

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