Management Consultant -Digital Customer Engagement – Business Architect

Job Role: Management Consultant: Digital Customer Engagement – Business Architect
Location: London, Manchester, Edinburgh
Salary: Competitive Salary & Benefits
Career Level: Consultant

Accenture is a leading global professional services company, providing a broad range of services in strategy and consulting, interactive, technology and operations, with digital capabilities across all of these services. With our thought leadership and culture of innovation, we apply industry expertise, diverse skill sets and next-generation technology to each business challenge.

We believe in inclusion and diversity and supporting the whole person. Our core values comprise of Stewardship, Best People, Client Value Creation, One Global Network, Respect for the Individual and Integrity. Year after year, Accenture is recognized worldwide not just for business performance but for inclusion and diversity too.

“Across the globe, one thing is universally true of the people of Accenture: We care deeply about what we do and the impact we have with our clients and with the communities in which we work and live. It is personal to all of us.” – Julie Sweet, Accenture CEO

As a team:

Customer Sales & Service (CS&S)

Our purpose is to champion the customer, helping businesses across all industries build relevant and significant relationships and interactions with their customers.

The CS&S practice sits within our Strategy and Consulting business, spanning Financial Services, Resources, Products, Health and Public Sector and Comms, Media & Technology. In CS&S, we help clients define, plan and deliver changes that impact end customers and the front-office which includes:

• Moving organisations to a more customer-centric model, helping them shape their business and operating models
• Creating compelling customer propositions
• Redefining customer journeys and personalising interactions to create significant and consistent experiences
• Utilising the power of customer data to help organisations maximise value from their interactions
• Blending physical and digital engagement models to give customers a seamless service model
• Resetting the organisation to get front-office staff passionate about supporting customers in an increasingly digital world
• Re-inventing the customer ‘ecosystem’ as products / services spread across organisations
• Leading integrations of cloud-based customer platforms (e.g. Salesforce, Microsoft Dynamics, AWS)

You'll learn, grow and advance in an innovative culture that thrives with shared success, innovative ways of thinking and enables boundaryless opportunities that can drive your career in new and exciting waysIf you’re looking for a challenging career working in a vibrant environment with access to training and a global network of specialists, this could be the role for you. As part of our global team, you'll be working with cutting-edge technologies and will have the opportunity to develop a wide range of new skills on the job.In our team you will:

• At the forefront of the industry, you’ll create, own and make it a reality for clients looking to better serve their connected customers and operate always-on enterprises
• Learn about the latest trends in customer data and experience from a customer, colleague and operations perspective and what this means for our clients
• Understand how to shape and deliver transformational solutions for clients who are looking to better understand their customers and how they engage with their products and services
• Have the opportunity to deepen your practitioner knowledge in areas such as Data and Analytics, AI, Customer Engagement, and Operating Model design
• Work with and learn from high-performing individuals across Accenture’s Global Network / Innovation Architecture with varied specialisations who are passionate about helping organisations champion the customer
• Work with a variety of high-profile clients and learn to establish strong client relationships
• Work with famous brands and household names – no worrying about how to explain what you do to your family again!

In this role you will:

• Be part of and lead high-performing teams and large-scale transformational programmes for clients, helping them leverage best-in-class technologies and operate their Customer Functions in new ways to drive better Customer Engagement
• Help our clients construct business cases, proof-of-values and identify opportunities for transformation across physical and digital Customer Engagement
• Use data driven methods to design and deliver compelling customer propositions through the integration of different capabilities focusing on Customer Engagement technologies and Contact Centres
• Bring creative thinking, agile delivery and excellent client communication skills plus the ability to identify new innovative ways to apply skills and services to solve a wider set of client problems
• Spend most of your time working on client projects and/or sites, delivering a project, and working alongside practice Leadership to broaden our client base and delivery scope
• Collaborate globally with Accenture’s Global Network to add further value and enhance delivery
• Contribute to the CS&S Practice with extracurricular activities, including developing Thought Leadership and mentoring junior team members
• Undergo regular training to remain at the forefront of emerging trends and technologies

We are looking for experience in the following skills:

The most important thing for us is that you display the right attitude. We would like you to actively contribute to our community and clients as practitioners, think logically to solve problems and engage others. We want you to be driven to develop yourself and others, as well as having a ‘big picture’ understanding of customer engagement trends.

As well as the above, you should have experience/expertise in one or more the following areas:

• Experience working with clients in Contact Centre environments and supporting the development of Business Cases for Contact Centre Transformation
• Functional expertise on Contact Centre processes e.g. Workforce Management, Quality Management, Service Level Management
• Familiarity of Contact Centre operating models covering people, process & technology and experience in applying new digital innovations into Contact Centre operational environments
• Experience driving channel migration, channel specific transformations and operations optimisation
• Knowledge of different Contact Centre channel capabilities such as Voice (inbound & outbound), Chat, Video, Social, Chatbots, Call Deflection, Customer Intent Analytics, CRM
• Understanding of the major Contact Centre vendor landscape & knowledge of their products/solutions including both legacy and cloud platform solutions
• Understanding of Agile techniques and frameworks and the ability to lead Agile teams to identify opportunities and drive value for customers and improve business performance
• Ability to operate at all stages of a project/programme lifecycle, from proposal through to full programme delivery and experience managing risks and working with senior stakeholders
• Possess strong analytical, problem solving skills and be able to utilise continuous improvement techniques
• Strong interpersonal skills, with the ability to influence senior stakeholders
• Experience in one or more of the following industries: Financial Services, Resources, Products, Health and Public Sector and Comms, Media & Technology.

Set yourself apart:

• Awareness of new data sets, new modelling and AI techniques and behavioural science
• Experience in owning and managing relationships with senior leadership (either with your clients or internal partners)
• Be certified in Agile methodologies or one of the major cloud providers
• Be a Design Thinking practitioner
   

What’s in it for you

At Accenture in addition to a competitive basic salary, you will also have an extensive benefits package which includes 30 days’ vacation per year, private medical insurance and 3 extra days leave per year for charitable work of your choice!

Flexibility and mobility are required to deliver this role as there will be requirements to spend time onsite with our clients and partners to enable delivery of the first-class services we are known for.
 

About Accenture

Accenture is a leading global professional services company, providing a broad range of services in strategy and consulting, interactive, technology and operations, with digital capabilities across all of these services. We combine unmatched experience and specialized capabilities across more than 40 industries — powered by the world’s largest network of Advanced Technology and Intelligent Operations centers. With 509,000 people serving clients in more than 120 countries, Accenture brings continuous innovation to help clients improve their performance and create lasting value across their enterprises. Visit us at www.accenture.com

Accenture is an equal opportunities employer and welcomes applications from all sections of society and does not discriminate on grounds of race, religion or belief, ethnic or national origin, disability, age, citizenship, marital, domestic or civil partnership status, sexual orientation, or gender identity, or any other basis as protected by applicable law.

Closing Date for Applications 31/08/21

Accenture reserves the right to close the role prior to this date should a suitable applicant be found.