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Customer Experience Manager Northeast

Job Location: NY - New York

Regional Description: Northeast

Job Number: 00598539

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- Job description

Customers and Channels CX Manager - Northeast

Communications, Media & Technology Group

 

Join Accenture and help transform leading organizations and communities around the world. The sheer scale of our capabilities and client engagements and the way we collaborate, operate and deliver value provides an unparalleled opportunity to grow and advance. Choose Accenture, and make delivering innovative work part of your extraordinary career.

 

People in our Client & Market career track drive profitable growth by developing market-relevant insights to increase market share or create new markets. They progress through required promotion into market-facing roles that have a direct impact on sales.

 

Management Consulting professionals design and implement process and change interventions that integrate strategy, technology and people to enable process improvements that create value for clients.

 

Job Description:

Strategy and Experience professionals create and analyze to help clients maximize the reach and relevance of each brand interaction across media, website and physical touch-points that are increasingly addressable (store kiosks, etc.).

 

Customer Experience and Social professionals enable customer Strategy by identifying and tracking dynamic customer segments across all channels, modeling key interactions and delivering a continuum of relevant and optimal experiences.

 

A professional at this position level within Accenture has the following responsibilities:

Identifies, assesses and solves complex business problems for area of responsibility, where analysis of situations or data requires an in-depth evaluation of variable factors.

 

Closely follows the strategic direction set by senior management when establishing near term goals.

 

Interacts with senior management at a client and/or within Accenture on matters where they may need to gain acceptance on an alternate approach.

 

Has some latitude in decision-making. Acts independently to determine methods and procedures on new assignments.

 

Decisions have a major day to day impact on area of responsibility.

 

Manages large - medium sized teams and/or work efforts (if in an individual contributor role) at a client or within Accenture.

 

It is our intention for our people to live where they work and work where they live. However, in the context of our profession and serving our clients there may be times when you will need to travel.

Basic Qualifications

Minimum of 5 years of experience in the following:

  • Using customer analytics to determine customer preferences, needs and behaviors to cluster into related segments
  • Using channel analytics to track the customer experience across channels IVR, Web, Retail, Call Center, Mobile, Social Bringing the customer analytics and channel analytics together to develop differentiated Multi Channel customer experience strategies and designs
  • Building business cases and calculating ROI on customer strategy initiatives
  • Working on cross channel programs and building a consistent, cross channel customer experience

Minimum of 5 years of experience in a consulting environment

Minimum of 4 years of previous project management experience inclusive of team leadership and project leadership

Bachelor’s Degree Required

 

Preferred Skills:

Experience in IVR, Web, chat, social media, mobile, retail, agent customer experience design

Multi Industry customer experience analysis design

Customer survey development creation

Experience leading customer focus groups Ability to monetize voice of the customer or customer experience

 

Professional Skill Requirements

 Proven ability to build, manage and foster a team-oriented environment  Proven ability to work creatively and analytically in a problem-solving environment  Desire to work in an information systems environment  Excellent communication (written and oral) and interpersonal skills  Excellent leadership and management skills

 

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 build a career.

 

Applicants for employment in the US must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the United States and with Accenture (i.e., H1-B visa, F-1 visa (OPT), TN visa or any other non-immigrant status).

Candidates who are currently employed by a client of Accenture or an affiliated Accenture business may not be eligible for consideration.

Accenture is a Federal Contractor and an EEO and Affirmative Action Employer of Females/Minorities/Veterans/Individuals with Disabilities.

Equal Employment Opportunity
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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