Customer Experience and Service Transformation Manager

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 .     Team   The Service team   is responsible for   helping clients reinvent   S ervice through Human + Agentic AI, modern CRM/ CCaaS   platforms and AI-enabled operating models — delivering measurable client value .   We h elp clients move from reactive, channel-based service to proactive, conversational experiences by combining AI agents with human   expertise .   We t ransform CRM,   CCaaS   and customer service ecosystems through platform modernization, Conversational AI, Agentic AI, data   integration   and knowledge management.   We r edesign operating models, workforce,   processes   and governance to maximize the value of AI and continuously improve performance.   Our Service team consists of   15   talented and engaged   colleagues.   We work on diverse client projects but stay   closely connected   through regular   meet-ups   and knowledge sharing   –   fostering an energetic, collaborative culture where   you’ll   also play a key role in coaching and developing others.   You are:   You are an expert in customer   service   and contact centers, with an understanding of   the    customer   service ecosystems and technology . You understand the ins and outs of customer support organizations, what drives call volume, how to think about customer support in a digital, self-service manner and   you’re   ready to apply your knowledge to help clients   optimize   and transform their customer service solutions.   You bring this   expertise   from both an advisory and delivery perspective: shaping the strategy and target solution while also translating it into actionable plans and driving implementation.   You’ve   experimented with or implemented GenAI solutions and understand how they can be used to drive efficiencies and enhance the experience for both customers and agents.   You’ve   previously led customer support transformations and understand what it takes to deliver large-scale technology change. You are comfortable moving from strategy and advisory into hands-on delivery,   identifying   and quantifying cost savings or revenue opportunities, defining initiatives to realize value, and executing them through implementation. Additionally, you are familiar with the selling process and have pitched proposals and solutions to solve client problems.   Working in an agile, fast-paced environment at the forefront of   new trends   energizes you, and   you’re   at your best when contributing to a team. You combine creative and analytical thinking with a get-it-done mentality, turning complex challenges into practical solutions and measurable outcomes. Your leadership and communication skills are strong, and you know how to work effectively with everyone from junior colleagues to executive   stakeholders.   The work :     Evaluate clients’ current customer service offerings and organizations,   identify   gaps and opportunities,   generate   and prioritize recommendations, offering strategic solutions that address their unique needs and business goals   Quantify business cases, estimating the value impact of your recommendations, and sequence transformation roadmaps to realize benefits over time   Lead delivery teams to redesign clients’ organizational structure, processes, and technology capabilities so they can deliver   optimal   customer service experiences   Collaborate across teams, from visual designers to developers and data scientists to in-industry subject matter advisors, to generate insights and deliver customer-centric, insight-driven solutions   Help advise on how technologies, including   CCaaS , CRM, and GenAI can be   leveraged   to deliver on target outcomes such as revenue growth, cost-savings, and improved experiences   Advise clients on ways to measure success and improve their customer-centric metrics   Establish relationships with client stakeholders and build long-term partnerships for Accenture   Identify   opportunities and drive new business development efforts to help new and existing clients transform their customer service   Manage and coach junior team members, and continue to grow your own   expertise   With all our roles, there is some in-person time for collaboration, learning and building relationships with clients, peers, leaders, and communities. As an employer, we will be as flexible as possible to support your specific work/life needs.     Here’s   what you need :     6 –8 years of experience   in a role with customer support, executive ownership, leadership, and selling duties such as:     Working in-depth with customer service and support business processes and capabilities   Solutioning and selling   new ideas   and proposals   Incorporating experience design and analytics into customer service, and support processes   Leading and understanding large, complex global transformation projects   Cloud (SaaS) solutions and   determining   how they fit into a client’s larger application ecosystem   Customer service platform technologies such as Salesforce and Dynamics   Artificial intelligence and front-end digital platforms   A master's degree Bonus points if :   You have e xperience in consulting   You h ave   expertise   working with organizations within   Financial Services,   Consumer   Goods   and/or   Retail     You are f luent in Dutch (spoken and written)   What’s   in it for you?     Acce