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Management Consulting Digital Customer Service Consultant

Job Location: Warsaw

Regional Description: Poland

Job Number: 00516545

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- Job description

 Now is the time to become a digital disrupter. The opportunity is here - whats stopping you from pursuing it?

 
Accenture Capability Network professionals specialize in providing cutting-edge Industry and Functional expertise to help clients confront their most strategic challenges. 
 
Join the Capability Network to become part of the next generation of management consulting for a career with global scale. Working with prestigious global brands and organisations worldwide, you will provide deep and strategic industry or functional expertise, irrespective of client location, to help them target and deliver new sources of value and confront their most strategic challenges.
 
In our Warsaw Capability Network team of management consulting and strategy professionals your impact will be truly global as you leverage an unmatched network of people, knowledge, tools and technology and work alongside some of the best thinkers in the industry. For more information about our team please visit  kariera.accenture.com/CN 
 
We are growing and now we are looking for experienced and accomplished  DIGITAL CUSTOMER SERVICE TRANSFORMATION  professionals.
 
Accenture Customers & Channels experts give customer service executives the power to achieve true customer-centricity and reinvent customer service to:
  • Improve customer satisfaction at the transactional and relationship levels.
  • Get the right answer to the right customer through the right channel at the right time.
  • Develop cost-efficient service delivery that balances value to the customer with enterprise value.
  • Enable a differentiated service proposition across the entire value chain and customer life cycle.
You will work on the international projects
  • challenging how do customers get better service and how we can reduce cost to service.
    • Drive Unified Caring & Customer Information
    • Shift to Self Services ( Visual IVR, MobApps) and Artificial Intelligence
    • Automate Processes with Robotics
    • Increase Efficiency with lean Call Center & Field Service Operations
  • improving Customer Experience, challenging how do customers best interact across all channels
    • Enable Omni Channel Digital Experience
    • Increase Digital and Mobile Touchpoints
    • Drive Personalized & Context based User Journeys
    • Measure and apply customer satisfation (medallia like solutions )
Working Conditions:        
    • Headquarter: Warsaw
    • Willing and able to work at client’s locations mostly across Europe, but also other locations, for short or long term.
    • Willing to travel min. 50% (annual) of time. Travel is required - typically full time weekly schedule Monday to Friday on client location abroad with fly-backs for weekends to home location (Poland). Flexible - Remote work is an option and it is depending on the assignment and project arrangement. 
       
Our offer:   
 
  • Permanent employment contract
  • Attractive benefits package
  • Fly-backs for a weekend from abroad project to home location (Poland)
  • Challenging job in a professional and multinational environment
  • Opportunity to gain skills, knowledge and experience, together with highly marketable specialists
  • Opportunity to work with Global TOP Clients on large projects
  • Dynamic, international working environment
 
All of our consulting 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 specialization. We offer a variety of formal and informal training programs at every level to help you acquire and build specialized skills faster. Learning takes place both on the job and through formal training conducted online, in the classroom, or in collaboration with teammates. The sheer variety of work we do, and the experience it offers, provide an unbeatable platform from which to continue building your career.        

 

Requirements:
    • Minimum bachelor’s degree
    • 2+ years of experience within Consulting (preferred) and/or other industry experience
    • Depending on your experience you will be considered for Analyst or Consultant position
    • Solid knowledge and direct experience in leading transformative changes in digital or analog customer service: Customer service process definition, functional / technical design for and implementation of / changes to underlying technology
    • Overall understanding of how to drive performance (e.g., improving customer experience, improving revenue through superior service, reducing cost-to-serve)
    • Experience across customer service channels (e.g., face-to-face interactions, call center, IVR, web, mobility), and knowledge of how cross-channel customer interactions impact the customer's experience
    • Experience with market leading CRM technologies such as Salesforce.com; MS Dynamics
    • Experience with value identification and creation
    • Demonstrate understanding of clients industry landscape and business options in the context of global, economic, technology and social trends
    • Preferred experience in Retail, Consumer Goods, Telecommunication sectors, and other
    • Proven ability to work creatively and analytically in a problem-solving environment
    • Proven success in contributing to a team-oriented and distributed delivery environment
    • Proficiency with Microsoft Office applications (incl. process mapping, process documentation, data analysis, presentation for senior stakeholders)
    • Excellent English communication skills (written & spoken) required
    • Very good level of the other foreign EU language e.g. GermanItalianFrench will be strong asset 
 
If this sounds like the ideal role, career and company for you, please contact us as soon as possible.
 
Apply ONLINE (preferred) or submit application via email: cn.careers.pl@accenture.com  
If you prefer email please include the Position Title in the subject of the email, attach CV in English and motivation letter. 
 
Please be advised that only selected candidates will be contacted. 
 
When applying please enclose the below statement:
 
"I hereby express my consent to process my personal data included in my job offer by Accenture Sp. z o.o. or any other entity of the Accenture group for recruitment purposes and once the recruitment process is closed, I agree that Accenture Sp. z o.o. with its registered seat in Warsaw, 00-121, ul. Sienna 39 or any other entity of Accenture group places and processes my personal data in its database. I also express my consent to sending my personal data to third parties within the Accenture group pursuant to the Personal Data Protection Act of 29th August 1997 (Journal of Laws of 2002, No. 101, position 926 as amended). I submit the data voluntarily. I have been informed about the right of access to the content of my data and about the possibility of correcting them."
 
Candidates who are currently employed by a client of Accenture or an affiliated Accenture business may not be eligible for consideration.
Accenture does not discriminate employment candidates on the basis of race, religion, color, sex, age, disability, national origin, political beliefs, trade union membership, ethnicity, denomination, sexual orientation or any other basis impermissible under Polish law.   
 
 
 

 
 
 

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