Customer Service Transformation Senior Manager

About Accenture & Accenture Song

Accenture is a leading professional services company that provides a wide range of services including strategy and consulting, data and analytics, technology and operation services worldwide. With our thought leadership and culture of innovation, we apply industry expertise, diverse skill sets and next-generation technology to each business challenge.

Accenture Song is our customer organization and works with clients across their marketing, sales and services functions. We create growth through relevance for our clients and provide a creative playground of imagination and technology. The Service team is part of Accenture Song and helps clients define, plan and deliver changes that impact end customers and the front-office including:

Moving organisations to a more customer-centric model

Creating compelling customer propositions

Redefining customer journeys and personalising interactions using multi-channel strategies

Utilising the power of customer data to optimise customer engagements

Blending physical and digital engagement models to give customers a seamless service model

Using new technologies and platforms to deliver business and operating models change

About The Role

You will be part of high-performing teams tasked with defining, designing and implementing initiatives aimed at transforming our client’s centre transformations and customer service functions. You should have demonstrable experience in the following areas;

Planning and directing research to understand the agent or customer and their experience

Identifying transformation opportunities and developing strategies and roadmaps to deliver

Designing new customer and/or agent facing experiences and services

Leading delivery of large-scale contact centre, front-office and digital transformation

Deep understanding of customer journey mapping, persona development and human centric process re-design

Leading / facilitating design workshops

Working with a diverse set of cross-functional stakeholders

Agile delivery and frameworks

Ability to operate at all stages of a project lifecycle, from proposal to delivery

Planning / leading client strategic sessions, pitches and proposals

Experience working with senior / C-level stakeholders

Strong analytical, problem-solving skills

Communication skills and the ability to influence senior stakeholders

Bringing creativity and design thinking to client problems

Industry expertise

Developing, leading and mentoring diverse teams

Experience in management consulting is highly regarded

Your experience:

12+ years of relevant industry experience in contact centre transformation or operations with an understanding of contact centre landscape, platforms, and services

Broad knowledge of a range of contact centre platforms, products, and services, or in-depth knowledge of a specific platform.

Bachelor’s degree or equivalent experience in a related discipline

Industry certification in contact centre platforms desirable

Certification in Project Management desirable

Certification in Agile Methodologies desirable

Does this appeal to you? If so, we wish to hear from you.

At Accenture Ireland, in addition to a competitive base salary, you will also have an extensive benefits package which includes pension, private health insurance, , emergency caring facilities, and 2 days’ leave per year for charitable work of your choice! Flexible working arrangements can be discussed depending on the position.

Please advise if you have any particular requirements, so we can look into arranging reasonable adjustments to the recruitment process. You can contact us at [email protected]

Accenture is a global professional services company with leading capabilities in digital, cloud and security. Combining unmatched experience and specialised skills across more than 40 industries, we offer Strategy and Consulting, Interactive, Technology and Operations services—all powered by the world’s largest network of Advanced Technology and Intelligent Operations centres. Our 721,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners, and communities. Visit us at www.accenture.com.