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Health & Public Services CRM/CX Senior Manager

Job Location: OH - Cincinnati

Regional Description: Midwest

Job Number: 00663440


- Job description

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 specialized 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. With approximately 425,000 people serving clients in more than 120 countries, Accenture drives innovation to improve the way the world works and lives. Visit us at


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.  The Management Consulting Senior Manager designs and implements business changes that drive industry-specific, function and digital operating model transformation, focusing on task relating to people and process.

Job Description:

Accenture seeks a Senior Manager with strong expertise in patient / customer experience and CRM transformation.  Areas of focus will include: customer experience strategy and design, CRM capability design & implementation, and overall digital / technical solution architecture design to help Healthcare Provider Clients design and implement changes to their customer experience capabilities.

The desired candidate will engage with health provider clients to diagnose and redesign customer experience processes and technologies. The scope of work will include the end-to-end healthcare consumer journey, and will focus heavily on access, contact center, CRM and omni-channel transformation.

Key Responsibilities may include:
  • Teaming with other Health Consumer Experience executives to propose and sell consumer experience work with healthcare providers.
  • Leading project teams in Customer Experience Transformation projects, ranging from business transformation to technology design and implementation.
  • Collaborating with other Health Consumer Experience executives to develop points of view and other thought leadership pieces that promote Accenture’s business in health consumer experience.
  • Managing key client stakeholder relationships and communications at all stages of the project. Facilitating complex meetings, presentations and workshops to build client commitment for the change.
  • Cultivating follow-on opportunities at clients and developing compelling business case/proposals to new business opportunities.
  • An ability to articulate and clearly communicate complex problems and solutions in a simple, logical and impactful manner.
  • Experience eliciting high-level business requirements and creating detailed functional specs and other documentation, such as requirement traceability matrices, work-flow diagrams and use-cases.
  • The ability to develop creative and breakthrough solutions.
  • Strong interpersonal, team building, organizational and motivational skills.
  • Experience working through organizational change, with a demonstrated track record of continuing responsibilities, creativity and innovation, including evidence of solution design.
  • Well-developed analytical skills and the ability to provide clarity to complex issues and synthesize large amounts of information.
  • An ability to identify the root causes of issues by analyzing patterns and trends.
  • An awareness of key methodologies, approaches and market trends in the industry.
  • A desire to deliver to a high standard in a suitable timeframe.
  • Self-motivating, adaptable, able to prioritize and able to inspire and motivate others.
  • Manages large - medium sized teams and/or work efforts (if in an individual contributor role) at a client or within Accenture.
  • Location negotiable, ability to travel up to 80% is required.
Basic Qualifications:
  • Minimum of 5 years of experience leading consumer experience transformation-related initiatives, including both business and technical aspects
  • Minimum 3 years of experience in leading CRM (customer relationship management) and related technologies
  • Minimum 3 years of consulting experience at a consulting firm or equivalent in an internal consulting role
  • Bachelor's Degree required
 Preferred Qualifications:
  • Salesforce experience in healthcare strongly preferred (other CRM platforms in healthcare also beneficial)
  • Healthcare access / contact center experience
  • Analytical and quantitative skills
  • MBA desirable

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.

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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