Management Consultant, Song Service (CL9)
Location: London, Manchester, Edinburgh
Overview
Accenture is a leading global professional services company, providing a broad range of services in customer, strategy and consulting, technology and operations, with digital capabilities across all services. We apply industry expertise, diverse skill sets and next‑generation technology to each business challenge.
In this role your responsibilities will be to:
- Lead high‑performing teams and large‑scale transformational programmes for clients.
- 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.
- Design and deliver compelling customer propositions.
- Work with Accenture teams to bring innovative solutions and new ideas to clients to challenge their existing ways of working and strengthen Accenture’s brand and position.
- Collaborate globally with Accenture’s global network to add further value and enhance delivery.
- Contribute to the Service Practice with extracurricular activities, including developing Thought Leadership.
- Undergo regular training to remain at the forefront of emerging trends and technologies.
Experience Required
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 and analytically to solve problems, and engage others. You should have experience/expertise in one or more of the following areas:
- Content.
- Multi‑channel experience of future‑state customer propositions, covering service across various channels (e.g. in‑store/branch, online, mobile, customer contact including telephony, chat, chatbot etc.).
- Advanced CX measurement including Customer Lifetime Value (CLV) and sentiment analysis.
- Customer Value Management and mobilisation of customer‑oriented programmes.
- Defining contact centre strategies, leveraging cloud platforms.
- Working understanding of how CX can drive business value and ability to build a C‑Suite value narrative.
- Defining new propositions / business models.
- Delivery – a capability 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.
- Understanding of Agile techniques and frameworks and experience in leading Agile teams to drive value for customers and improve business performance.
- Strong analytical, problem‑solving skills and ability to utilise continuous improvement techniques.
- Strong interpersonal skills, with the ability to influence senior stakeholders.
- Working understanding (and curiosity!) of Gen‑AI and its applications across customer servicing.
- Experience in one or more of the following industries: Financial Services, Health and Public Sector, Communications, Media & Tech.
Set yourself apart
- Experience in owning and managing relationships with senior leadership (either with your clients or internal partners).
- Experience in owning and managing business outcomes.
- Be certified in Agile and/or Product Ownership methodologies.
- Be certified in one of the major cloud providers (e.g. Salesforce, AWS, Microsoft Azure, etc).
- Be certified in one of the CCaaS providers (e.g. Genesys, Sprinklr, etc).
What’s in it for you
- Competitive basic salary, annual performance bonus, opportunities to acquire equity and a wide range of health and wellbeing benefits.
- 30 days of leave to spend each year plus 3 extra volunteering days per year for charitable work of choice.
- Family‑friendly and flexible work policies.
- Attractive pension plan with financial wellbeing support and resources.
- Private healthcare insurance plan and mental wellbeing support.
- Employee assistance programme, career development and counselling.
- A range of generous parental leave offerings.
Flexibility and mobility are required to deliver this role as there will be requirements to spend time on‑site with our clients and partners. Please note that with all our roles, some in‑person time for collaboration, learning and building rapport with clients, peers, leaders and communities is expected. As an employer, we will be as flexible as possible to support your specific work/life needs.
Accenture is an equal opportunities employer and encourages 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.
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