Customer Service Transformation Consultant to Accenture Song in Oslo

We are looking for a Customer Service Transformation Consultant to join Accenture Song’s Service team in Oslo. You will help clients transform customer service by redesigning strategies and operating models and implementing modern CRM, CCaaS, data and AI solutions. 

About Accenture Song and the team

Accenture Song helps clients accelerate growth by combining strategy, design, technology, data, creative and marketing capabilities to create relevant customer experiences. Within Song, our Service team helps organizations transform customer service by combining technology modernization with redesigned processes, workforce and governance to create proactive, conversational experiences and measurable value. 

You will join eight engaged colleagues who work across diverse client projects while staying connected through regular meet-ups and knowledge sharing. You will also help strengthen a collaborative culture where people thrive. 

Visit us Here. 

Who we’re looking for 

You understand customer service and contact-center ecosystems, including what drives demand and how digital self-service, CRM, CCaaS and GenAI can improve customer and agent experiences. You can shape strategy and target solutions, translate them into practical plans, and support implementation. 

You have contributed to customer-support transformations and are developing experience leading workstreams, quantifying value and supporting proposals. You thrive in agile environments, combine analytical and creative thinking, and communicate effectively with colleagues and client stakeholders. 

What you’ll do 

• Assess clients’ customer-service organizations and capabilities, identify opportunities, and recommend solutions aligned with their business goals.  

• Build business cases, quantify value, prioritize initiatives and define transformation roadmaps. 

• Help redesign operating models, organizations, processes and technology to improve customer-service experiences. 

• Collaborate with designers, developers, data scientists and industry specialists to deliver customer-centric solutions. 

• Advise clients on using CRM, CCaaS and GenAI to increase revenue, reduce costs and improve experiences and performance measures. 

• Build client relationships and support proposals, opportunity development and new business. 

• Contribute to team collaboration and the development of junior colleagues. 

We combine meaningful in-person time for collaboration, learning and relationship building with flexibility that supports your individual work-life needs. 

What you’ll bring 

• 3–5 years of relevant experience in customer service or support, including stakeholder ownership, leadership and sales-related responsibilities. 

• Strong knowledge of customer-service processes and capabilities, with experience contributing to complex transformation projects. 

• Experience developing ideas and proposals and applying experience design and analytics to customer service. 

• Understanding of cloud solutions and how they fit within a client’s broader application ecosystem. 

• Experience with customer-service platforms such as Salesforce or Dynamics, plus AI and digital front-end platforms. 

• A master’s degree. 

Bonus points if 

• You have consulting experience. 

• You are fluent in spoken and written Norwegian. 

What’s in it for you?

Build your career in a flexible, inclusive and trust-based environment. You’ll have access to continuous learning, dedicated career guidance and a global network of colleagues—while using leading technologies to solve meaningful client challenges. 

Some of the benefits we offer: 

• Extensive learning opportunities, including courses, workshops, certifications and professional development. 

• Competitive pension, health, personnel and travel insurance. 

• Flexible working and home-office support. 

• Employee discounts and access to social, sports and professional communities. 

• Team activities and access to company cabins in Hemsedal. 

What to expect

Submit your CV, cover letter and diplomas through our application portal. If your experience matches what we’re looking for, we’ll invite you to an initial conversation to learn more about your background, motivation and interest in the role. The next step may include a second interview with a case discussion, giving you an opportunity to demonstrate your approach while learning more about the team and the work. 

Applications are reviewed on an ongoing basis. If you have any questions about your application or the recruitment process, please contact therese.bals@accenture.com. 

About Accenture

Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.

Visit us atwww.accenture.com

Equal Employment Opportunity Statement

We believe that no one should be discriminated against because of their differences. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, sexual orientation, gender identity or expression, marital status, citizenship status or any other basis as protected by applicable law. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities.