Customer Experience and Service Transformation Manager
Accenture · Amsterdam, Netherlands · 1d ago
We are:
Accenture Song accelerates growth and value for our clients through sustained customer relevance. Our capabilities span ideation to execution: growth,productand experience design; technology and experience platforms; creative,mediaand marketing strategy; and campaign,contentand channel orchestration. With strong client relationships and deep industryexpertise, we help our clientsoperateat the speed of life through the unlimited potential of imagination,technologyand intelligence. Visit us at:www.accenture.com/song.
Team
The Service teamis responsible forhelping clients reinventService through Human + Agentic AI, modern CRM/CCaaSplatforms and AI-enabled operating models — delivering measurable client value.We help clients move from reactive, channel-based service to proactive, conversational experiences by combining AI agents with humanexpertise.We transform CRM,CCaaSand customer service ecosystems through platform modernization, Conversational AI, Agentic AI, dataintegrationand knowledge management.We redesign operating models, workforce,processesand governance to maximize the value of AI and continuously improve performance.
Our Service team consists of15talented and engagedcolleagues.We work on diverse client projects but stayclosely connectedthrough regularmeet-upsand knowledge sharing–fostering an energetic, collaborative culture whereyou’llalso play a key role in coaching and developing others.
You are:
You are an expert in customerserviceand contact centers, with an understanding ofthe customerservice 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 andyou’reready to apply your knowledge to help clientsoptimizeand transform their customer service solutions.You bring thisexpertisefrom both an advisory and delivery perspective: shaping the strategy and target solution while also translating it into actionable plans and driving implementation.You’veexperimented 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’vepreviously 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,identifyingand 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 ofnew trendsenergizes you, andyou’reat 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 executivestakeholders.
The work:
Evaluate clients’ current customer service offerings and organizations,identifygaps and opportunities,generateand 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 deliveroptimalcustomer 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, includingCCaaS, CRM, and GenAI can beleveragedto 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
Identifyopportunities 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 ownexpertise
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 experience in consulting
- You have expertise working with organizations within Financial Services, Consumer Goods and/or Retail
- You are fluent in Dutch (spoken and written)
What’s in it for you?
Accenture is a global company with a world-class brand and reputation. Our people are Change Makers, and to support them as an employer, we make five promises:
- Work with flexibility, in a culture based on trust.
- Embrace a sustainable growth mindset.
- Live a human-led culture of Inclusion & Diversity by caring deeply for all our people.
- Lead and transform our clients with technology.
- Connect with our global network of 700.000 colleagues.
These promises are reflected through our excellent employee benefits, including:
- Unlimited learning: access to thousands of free courses, classes and workshops.
- ‘Do Good’ volunteering program.
- Paid transport (budget for electric bicycle or car, NS-Business card);
- A laptop, iPhone, and home office setup allowance.
- Social activities like Friday Drinks, sport events and parties
Process
If you apply for this role, please make sure to upload your CV and cover letter. You may be invited for an interview, potentially followed by a 2nd (case) interview later.
What we believe
Accenture is an equal opportunity employer. Our leaders are committed to building a better, stronger and more equitable company for future generations to create positive, long-lasting change. Inclusion and diversity are fundamental to our culture and core values. We celebrate diversity and are committed to creating an inclusive environment for all employees. Our rich diversity makes us more innovative and creative, which helps us better serve our clients and our communities.
Our position as partner to many of the world’s leading businesses, organizations and governments affords us both an extraordinary opportunity and a tremendous responsibility to make a difference. Sustainability is one of our greatest responsibilities, which we embed it into everything we do and for everyone we work with.
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.