Senior Manager - Customer Experience & Service Transformation - Remote

Overview

As a Senior Manager in Customer Experience & Service Transformation at Accenture, you will leverage your expertise in customer support and contact centers to help clients optimize and transform their customer service solutions.

In Short

• Evaluate clients’ current customer service offerings and identify gaps.
• Quantify business cases and estimate the value impact of recommendations.
• Lead delivery teams to redesign clients’ organizational structures.
• Collaborate across teams to generate insights and deliver solutions.
• Advise on leveraging technologies like CCaaS, CRM, and GenAI.
• Establish relationships with client stakeholders and build partnerships.
• Drive new business development efforts for client transformation.
• Manage and coach junior team members.
• Contribute to thought leadership and perspectives for Accenture.
• Travel as required for client support.

Requirements

• At least 8 years of experience in customer support and leadership roles.
• Experience with customer service business processes and capabilities.
• Experience in solutioning and selling proposals.
• Experience leading large global transformation projects.
• At least 5 years of experience with Cloud (SaaS) solutions.
• Familiarity with customer service platform technologies like Salesforce.
• Experience with artificial intelligence and digital platforms.
• Bachelor’s degree required; MBA preferred.
• Experience in Financial Services is a plus.

Benefits

• Competitive salary and compensation package.
• Opportunities for continuous learning and certifications.
• Inclusive and diverse work environment.
• Support for physical, mental, and financial health.
• Recognition as one of the World’s Best Workplaces™.