Customer Experience Consultant
Polska
Warszawa
JOB NO. 00516545
Job Description
Looking for a rewarding career with global impact? Then consider Accenture’s rapidly expanding Capability Network with approximately 3,000 Management Consulting and Strategy professionals based in a network of prominent locations around the world.
Capability Network Professionals:
- Love the variety and excitement of moving from project to project
- Thrive in a fast-paced, inclusive environment with countless opportunities to learn and grow
- Collaborate with diverse organizations on groundbreaking projects
- Enjoy the camaraderie of working together towards a common goal and forming lasting friendships
If this sounds like the right team for you, we invite you to read on - and visit https://thenew.is/
Customer Insight & Growth Team
We decode the new, business executives need to re-think their marketing, sales and customer service strategies to improve the customer and partner experience. Using the right mix of technologies, we help them to optimize processes and operations and unleash new levels of connectivity, engagement and relevance.
What will you do?
- 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 )
Qualifications
YOUR EXPERIENCE:
- Minimum bachelor’s degree
- 4+ years of experience within Consulting (preferred) and/or other industry experience
- 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)
- Proven knowledge of implementing new technologies in customer service area (customer service channels, artificial intelligence, chatbot, genesys, Next Generation Customer Care (NGCC), customer experience design)
- 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
- Excellent English communication skills (written & spoken) required
- Very good level of the other foreign EU language e.g. German, Italian, French will be strong asset
YOUR WINNING QUALITIES:
- Natural leader; easily establishes relationships with clients and colleagues
- Team Player; enjoys the intellectual stimulation of collaborating with colleagues around the world
- Determined; appreciates a challenge and overcoming obstacles to achieve results
- Digitally savvy; continuous learner
- Willing to travel and work at international client sites
OUR COMMITMENT TO YOU – You will enjoy:
- A transparent career path designed for rapid career progression
- A supportive culture that is serious about training, coaching and continuous learning
- A global network where only state-of-the-art tools and technologies will do
- A bighearted environment with opportunities to give back to our local communities
WORKING CONDITIONS:
- Headquarter: Warsaw as primary place of work.
- Willing and ability to work at client’s locations mostly across Europe, but also other locations, for short or long term.
- Willing to travel min. 60% (annual) of time and could be more. Travel is required - typically full time weekly schedule Monday to Friday on client location abroad with fly-backs for a weekend to home location (Poland). Flexible - Remote work could be an option, 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
If this sounds like the ideal role, career and company for you, please apply online as soon as possible.
When applying please enclose the below statement:
I hereby consent to the processing of my personal data by Accenture sp. z o.o. with its registered seat in Warsaw (00-121), at ul. Sienna 39, NIP 526-00-15-900 (Data Controller), in accordance with the Act of May 10, 2018 on the Protection of Personal Data (Journal of Laws of 2018, item 1000) and the Regulation on the protection of natural persons with regard to the processing of personal data and on the free movement of such data, and repealing Directive 95/46/EC (Data Protection Directive), necessary to carry out the recruitment process by Accenture . At the same time, I declare that I provide my personal data completely voluntary. I also declare that I have been informed about my right to withdraw my consent or object to processing of data, request access to them, rectification, deletion, limitation of processing and their transfer, at any time and the right to lodge a complaint to the data protection supervisory authority.
I hereby also consent to the processing of my personal data for future recruitment proceedings held by Accenture sp. z o.o. with its registered seat in Warsaw (00-121), at ul. Sienna 39, NIP 526-00-15-900 (Data Controller), in accordance with the Act of May 10, 2018 on the Protection of Personal Data (Journal of Laws of 2018, item 1000) and the Regulation on the protection of natural persons with regard to the processing of personal data and on the free movement of such data, and repealing Directive 95/46/EC (Data Protection Directive). At the same time, I declare that I provide my personal data completely voluntary. I also declare that I have been informed about my right to withdraw my consent or object to processing of data, request access to them, rectification, deletion, limitation of processing and their transfer, at any time and the right to lodge a complaint to the data protection supervisory authority.
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.
Please be advised that only selected candidates will be contacted.
Equal Employment Opportunity Statement
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.
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