▷ (Only 24h Left) Customer Contact Centre Transformation Consultant

1 day ago


Dublin, Ireland Accenture Full time

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 organisation 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

· Supporting 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



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