8 days old

Customer Experience Management Consulting Manager

San Francisco, CA 94103

Job Title: CS&S Customer Experience Consulting Manager

Locations: San Francisco, San Jose, Los Angeles, Seattle & Denver

Job Description Overview

We Are

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. Youll 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, youll 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 doesnt 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.

You Are:

A customer experience maven who knows how to analyze an organizations sales and service operations, laser in on pain points, and optimize customer and employee experiences online, on the go, on the phone, or in store. You have a vision when it comes to business processes, and you know how to guide clients toward the next level of success. Creative and analytical abilities? Yours are ace, and you enjoy using them for in-depth problem-solving. Youre a natural leader, with a flair for relating to people and communicating clearly and effectively, which is why you really shine in a fast-paced, team-oriented environment.

The Work:

+ Evaluate clients current brand and customer experience strategies, and guide them in transforming and optimizing them

+ Lead delivery teams to design solutions that maximize the reach and relevance of brand interactions across media, website, and physical touchpoints

+ Advise clients on ways to measure and improve customer experiences, branding, and other business metrics

+ Implement transformational initiatives that drive adoption, ease implementation, and position customer-experience solutions for long-term success

+ Establish long-term client relationships, and support business development efforts when needed

+ Manage and coach junior team members, and continue to grow your own expertise to help Accenture maintain its thought-leadership position

Heres What You Need:

+ At least 5 years of experience with responsibilities including:

+ Analyzing an organizations sales and service operations to identify customer and employee pain points across all types of touchpoints (online, chat, call center, mobile, retail)

+ Defining and documenting customer journeys, personas, and service blueprints

+ Advising clients on the process and organizational changes needed to improve the customer and employee experiences

+ Making recommendations for technology solutions to improve and connect sales and services experiences for customers and employees

+ Implementing your recommendations with cross-functional stakeholders, including business and technology leaders and frontline employees

+ Building business cases and calculating ROI on customer strategy initiatives

+ Coordinating efforts to gather and rationalize inputs and feedback directly from client and end customer users

+ Working with cloud platforms including Salesforce

+ Working with agile delivery methodologies

+ At least 5 years of experience in a consulting environment

+ At least 3 years of strategic program experience involving team leadership and project leadership

+ A Bachelors degree

Bonus Points If:

+ Youre a pro at customer experience design across digital and traditional channels

+ Youre comfortable leading design-thinking workshops with customers and functional stakeholders

+ You have a cross-industry background in customer experience design

+ You know how to monetize the voice of the customer or customer experience

Accenture Overview:

We are a global collective of innovators applying the New every day to improve the way the world works and lives. Help us show the world whats possible as you partner with clients to unlock hidden value and deliver innovative solutions. Empowered with innovative tools, continuous learning and a global community of diverse talent and perspectives, we drive success in a new business architecture that disrupts conventional practices. Our expertise spans 40+ industries across 120+ countries and impacts millions of lives every day. We turn ideas into reality.

Important Information:

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.

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.


Posted: 2021-01-13 Expires: 2021-02-12

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Customer Experience Management Consulting Manager

San Francisco, CA 94103

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