Service Advisory Consultant

We are:
Accenture Song accelerates growth and value for our clients through sustained customer relevance. Our capabilities span ideation to execution: growth, product and experience design; technology and experience platforms; creative, media and marketing strategy; and campaign, content and channel orchestration. With strong client relationships and deep industry expertise, we help our clients operate at the speed of life through the unlimited potential of imagination, technology and intelligence. Visit us at: www.accenture.com/song

You are:
An expert in customer support and Contact Centres, with an understanding of the operations, people, and technology that enable high-performing service organizations. You understand the ins and outs of customer support functions, what drives interaction volume, and how to unlock, deliver and measure both customer and employee value. You think about customer support in a digital-first, self-service, and efficiency-driven manner. You’re ready to apply your knowledge to help clients optimize and transform their customer service solutions. You’ve led a customer support transformation previously, and/or are currently experimenting with how GenAI can impact your business and understand large-scale technology delivery. Additionally, you are familiar with the selling processes, and you’ve positioned proposals with business cases and solutions to help solve problems. Working in an agile, fast-paced environment energizes you, and you’re at your best when contributing to a team. You’re always ready to dive deep into creative and analytical thinking to solve problems and transform challenges into opportunities. Your leadership and verbal skills are top-drawer, and you know how to work well with everyone from junior colleagues to executive stakeholders.

The work:

• Evaluate clients’ current customer service offerings and operational model to identify gaps, shape vision, provide recommendations, and propose strategic solutions that address their unique needs and business goals

• Define business cases, business and implementation roadmaps, and execute solutions

• Lead delivery teams to redesign clients’ organizational structure, processes, and technology capabilities so they can deliver optimal customer service experiences

• Collaborate with visual designers and analytic teams to generate insights and deliver customer-centric, insight-driven solutions

• Advise clients on ways to measure and improve their service and operational performance metrics, and drive continuous improvement

• Lead business enablement and change management initiatives that drive adoption, ease implementation, and position clients’ customer-service solutions for ongoing success

• Design and implement workforce optimization models and performance dashboards to improve agent productivity while maintaining service quality

• Establish relationships with client stakeholders and build long-term partnerships for Accenture

• Identify opportunities and drive business development efforts to build the Accenture Consulting practice

• Manage and coach junior team members, and continue to grow your own expertise

• Contribute to perspectives and thought leadership to help Accenture maintain its thought-leadership position

• Travel: As required for client support.