About Accenture & Accenture Song
Accenture is a leading professional services company that provides a wide range of services including strategy and consulting, data and analytics, technology and operation services worldwide. With our thought leadership and culture of innovation, we apply industry expertise, diverse skill sets and next-generation technology to each business challenge.
Accenture Song is our customer organisation and works with clients across their marketing, sales and services functions. We create growth through relevance for our clients and provide a creative playground of imagination and technology. The Service team is part of Accenture Song and helps clients define, plan and deliver changes that impact end customers and the front-office including:
· Moving organisations to a more customer-centric model
· Creating compelling customer propositions
· Redefining customer journeys and personalising interactions using multi-channel strategies
· Utilising the power of customer data to optimise customer engagements
· Blending physical and digital engagement models to give customers a seamless service model
· Using new technologies and platforms to deliver business and operating models change
About the Role
You will be part of high-performing teams tasked with defining, designing and implementing initiatives aimed at transforming our client’s centre transformations and customer service functions. You should have demonstrable experience in the following areas;
· Planning and directing research to understand the agent or customer and their experience
· Identifying transformation opportunities and developing strategies and roadmaps to deliver
· Designing new customer and/or agent facing experiences and services
· Supporting delivery of large-scale contact centre, front-office and digital transformation
· Deep understanding of customer journey mapping, persona development and human centric process re-design
· Leading / facilitating design workshops
· Working with a diverse set of cross-functional stakeholders
· Agile delivery and frameworks
· Ability to operate at all stages of a project lifecycle, from proposal to delivery
· Planning / leading client strategic sessions, pitches and proposals
· Experience working with senior / C-level stakeholders
· Strong analytical, problem-solving skills
· Communication skills and the ability to influence senior stakeholders
· Bringing creativity and design thinking to client problems
· Industry expertise
· Developing, leading and mentoring diverse teams
· Experience in management consulting is highly regarded
Your experience:
· 3+ years of relevant industry experience in contact centre transformation or operations with an understanding of contact centre landscape, platforms, and services
· Broad knowledge of a range of contact centre platforms, products, and services, or in-depth knowledge of a specific platform.
· Bachelor’s degree or equivalent experience in a related discipline
· Industry certification in contact centre platforms desirable
· Design Thinking practitioner
· Certification in Project Management desirable
· Certification in Agile Methodologies desirable
· Experience in management consulting is highly regarded
Does this appeal to you? If so, we wish to hear from you.
At Accenture Ireland, in addition to a competitive base salary, you will also have an extensive benefits package which includes pension, private health insurance, discounted gym membership, emergency caring facilities, and 2 days’ leave per year for charitable work of your choice! Flexible working arrangements can be discussed depending on the position.
Please advise if you have any particular requirements, so we can look into arranging reasonable adjustments to the recruitment process. You can contact us at accessIErecruitment@accenture.com
Accenture is a global professional services company with leading capabilities in digital, cloud and security. Combining unmatched experience and specialised skills across more than 40 industries, we offer Strategy and Consulting, Interactive, Technology and Operations services—all powered by the world’s largest network of Advanced Technology and Intelligent Operations centres. Our 721,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners, and communities. Visit us at www.accenture.com. #LI-EU
About Accenture
Accenture is a leading global professional services company that helps the world’s leading organizations build their digital core, optimize their operations, accelerate revenue growth and enhance services—creating tangible value at speed and scale. We are a talent- and innovation-led company with 774,000 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
All employment decisions shall be made without regard to age, race, creed, colour, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as applicable by law.
Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.
