Job Description

Title: Capability Network - Customer & Channels Manager - Next Generation Customer Care
Location: Negotiable
Travel: 80%
 
About Accenture
 
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 more than 435,000 people serving clients in more than 120 countries, Accenture drives innovation to improve the way the world works and lives. Visit us at www.accenture.com.
 
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
 
 
Our Next Generation Customer Care practice focuses on helping clients design and drive complex transformations, which includes but is not limited to Journey towards cloud, Omni-Channel Experience, Intelligent Automation and Artificial Intelligence etc. Designing differentiated Customer Experience is an integral part of our problem-solving approach.
 
 
A professional at this position level within Accenture
identifies, assesses and solves complex business problems, 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.
 
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 8 years of work experience in improving Customer Experience and Customer Service for leading organizations ·         Minimum of 5 years of experience in a management consulting role focused on Customer Experience and Customer Service
·         Bachelor’s Degree required
·         Strong experience of architecting, solutioning and implementing customer service solutions
 
Preferred Qualifications:
 
  • MBA or equivalent graduate degree preferred
  • Excellent communication (written and oral) and interpersonal skills
  • Application of Design Thinking as an approach to solving client problems
  • Conducting analysis of current-state Customer Service business operations to identify customer and employee pain points across touchpoints (including Online, Chat, Call Center, Mobile, Retail)
  • Developing a point of view on process and organizational changes required to improve customer experience across touchpoints
  • Assessing technology gaps and making recommendations for technology solutions to improve and connect service experiences for customers and employees
  • Implementing process, organizational and technology changes with cross-functional stakeholders including business leaders, technology leaders and frontline employees
  • Building business cases and calculating ROI on customer strategy initiatives
  • Knowledge of on-premise and cloud contact center economics including pricing strategy of different Contact Center platforms and providing detailed TCO
  • Interest in exploring Intelligent Automation, Machine Learning and Artificial Intelligence solutions to enhance customer experience across touch points (IVR, Web, Mobile, E-Mail, Chat etc.)
  • Experience with traditional / on premise contact center technology platforms including Avaya, Cisco & Genesys
  • Experience with cloud technology platforms including Genesys Pure Cloud, Amazon Web Services Connect, Google Cloud Contact Center, NICE IN CONTACT, Salesforce.com, MSFT Azure Bot etc. is a plus
  • Experience in shaping and leading teams across multiple stages of the project lifecycle
  • Ability to articulate and clearly communicate complex problems and solutions in a simple and logical manner.
  • Building and applying industry and functional knowledge to support efforts in selling opportunities to existing and new clients
  • Insights on key methodologies, approaches and market trends in the industry
  • Experience working in agile delivery methodologies
  • An ability to inspire teams to deliver to a high standard in a suitable timeframe
  • Experience understanding team strengths, and the ability to coach and develop others
        

Accenture Carnival

Carnival Corporation reimagines guest experiences with high-touch tech.
Read More

Qualifications

Basic Qualifications:

 

 
Preferred Qualifications:
 
  • MBA or equivalent graduate degree preferred
  • Excellent communication (written and oral) and interpersonal skills
  • Application of Design Thinking as an approach to solving client problems
  • Conducting analysis of current-state Customer Service business operations to identify customer and employee pain points across touchpoints (including Online, Chat, Call Center, Mobile, Retail)
  • Developing a point of view on process and organizational changes required to improve customer experience across touchpoints
  • Assessing technology gaps and making recommendations for technology solutions to improve and connect service experiences for customers and employees
  • Implementing process, organizational and technology changes with cross-functional stakeholders including business leaders, technology leaders and frontline employees
  • Building business cases and calculating ROI on customer strategy initiatives
  • Knowledge of on-premise and cloud contact center economics including pricing strategy of different Contact Center platforms and providing detailed TCO
  • Interest in exploring Intelligent Automation, Machine Learning and Artificial Intelligence solutions to enhance customer experience across touch points (IVR, Web, Mobile, E-Mail, Chat etc.)
  • Experience with traditional / on premise contact center technology platforms including Avaya, Cisco & Genesys
  • Experience with cloud technology platforms including Genesys Pure Cloud, Amazon Web Services Connect, Google Cloud Contact Center, NICE IN CONTACT, Salesforce.com, MSFT Azure Bot etc. is a plus
  • Experience in shaping and leading teams across multiple stages of the project lifecycle
  • Ability to articulate and clearly communicate complex problems and solutions in a simple and logical manner.
  • Building and applying industry and functional knowledge to support efforts in selling opportunities to existing and new clients
  • Insights on key methodologies, approaches and market trends in the industry
  • Experience working in agile delivery methodologies
  • An ability to inspire teams to deliver to a high standard in a suitable timeframe
  • Experience understanding team strengths, and the ability to coach and develop others
        
 
·        
·        
·     ·        
·         ·        
·        
 
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
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.
 
 
 

Accenture is 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.

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

Life at Accenture

Work where you're inspired to explore your passions and where your talents are nurtured and cultivated. Innovate with leading-edge technologies on some of the coolest projects you can imagine.

image

Work Environment

Be your best every day in a work environment that helps drive innovation in everything you do.

LEARN MORE

image

Training and Development

Take time away to learn and learn all the time in our regional learning hubs, connected classrooms, online courses and learning boards.

LEARN MORE

View All

Learn more about Accenture

With over 450,000 employees in more than 120 countries, Accenture solves our clients' toughest challenges by providing a broad range of services and solutions in strategy, consulting, digital, technology and operations.

View All

Stay connected

Join our Team

Join Our Team

Search open positions that match your skills and interest. We look for passionate, curious, creative and solution-driven team players.

Keep up to date

Keep Up to Date

Stay ahead with careers tips, insider perspectives, and industry-leading insights you can put to use today–all from the people who work here.

Stay Connected

Stay Connected

Receive job alerts, latest news and insider tips tailored to your preferences. See what exciting and rewarding opportunities await.

View All