Accenture Customer Experience Mangement Consulting Senior Manager in San Jose, California
Job Title: CS&S Customer Experience Consulting Senior Manager
Locations: San Francisco, San Jose, Los Angeles, Seattle and Denver
Job Description Overview
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. You’ll 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, you’ll 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 doesn’t 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.
A customer experience maven with a strong pedigree in media or communications. You know how to analyze an organization’s 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. You’re 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.
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 change-management 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
Be ready to rack up those air miles with frequent travel to client sites
Here’s What You Need:
At least 7 years of experience responsibilities including:
Analyzing an organization’s sales and service operations to identify customer and employee pain points across all types of touchpoint (online, chat, call center, mobile, retail)
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
Working with cloud platforms including Salesforce
Working with agile delivery methodologies
At least 5 years of experience in a consulting environment
At least 5 years of strategic program experience involving team leadership and project leadership
A Bachelor’s degree
Bonus Points If:
You’re a pro at customer experience design across digital and traditional channels
You’re 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
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 what’s 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.
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