Job Description

Accenture Consulting: Your Unique Place in our Global Collective
Being part of Accenture Consulting means becoming an expert at making the New happen Now. To us, the New is all about the wise pivot that turns constant disruption to continuous reinvention. We are an innovation led-company that works at the heart of our clients’ organizations so that no matter how complex the business challenge, we face the future with confidence.
 
If you love solving challenges and not just studying them, then Accenture Consulting is the right place for you. Join us to develop your ideas into provocative points of view and transformative insights that help shape industries. You’ll work with an amazing and diverse mix of world-class experts with access to one of the most robust portfolios of capabilities and ecosystem relationships in the industry. Together, you’ll do so much more than consult.
 
Coming here means future-proofing your career and going as far as your ambition takes you. Becoming a tech-savvy, well-rounded, multi-disciplined and market-relevant advisor doesn’t happen by chance. We invest in training and development in a big way, so you can build your future along with ours, creating an impactful career unique to you. Ultimately, we believe we is greater than me and that diverse perspectives lead to the best solutions. Joining Accenture Consulting means you will learn, innovate and lead, and together we will improve the way the world works and lives. 
 

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:

Accenture seeks a Manager with 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:
  • Leading project teams in Customer Experience Transformation projects, ranging from business transformation to technology design and implementation
  • Coaching junior team members in the development of deliverables, use of key methodologies/tools, and management of client expectations/relationships
  • 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.
  • 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.

 

 



Qualifications

 

Basic Qualifications:
  • Bachelor's Degree required
  • 3-5 years of experience in the healthcare industry leading patient / customer experience transformation-related initiatives, including both business and technical aspects
  • Experience in access, contact center, and/or CRM (customer relationship management) transformation
  • 3 years of consulting experience at a consulting firm or equivalent in an internal consulting role
 Preferred Qualifications:
  • Salesforce experience in healthcare strongly preferred (other CRM platforms in healthcare also beneficial, such as MS Dynamics, Pega, etc.)
  • Working knowledge of contact center applications and processes
  • Working knowledge of EHR platforms and integration with CRM platforms
  • 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.

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.

Accenture is committed to providing veteran employment opportunities to our service men and women.

For details, view a copy of the Accenture Equal Opportunity and Affirmative Action Policy Statement

Requesting An Accommodation

Accenture is committed to providing equal employment opportunities for persons with disabilities or religious observances, including reasonable accommodation when needed. If you are hired by Accenture and require accommodation to perform the essential functions of your role, you will be asked to participate in our reasonable accommodation process. Accommodations made to facilitate the recruiting process are not a guarantee of future or continued accommodations once hired.

If you would like to be considered for employment opportunities with Accenture and have accommodation needs such as for a disability or religious observance, please call us toll free at 1 (877) 889-9009 or send us an email.

Other Employment Statements

Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.

The Company will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. Additionally, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the Company's legal duty to furnish information.

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