Customer Technology & Delivery Lead - Senior Manager
Join us and bring to life bold ideas with the biggest impact through the unlimited potential of creativity, technology, and intelligence.
We Are:
Accenture Song—a new breed of agency that’s all about the Experience. For us, customer experience is not an add-on; it’s foundational to who we are and how we empower our clients. As the world’s largest, most disruptive agency, we drive lasting growth for clients by helping them design, build, and run meaningful experiences that make people’s lives better, more productive, and more meaningful.
Visit us at: www.accenture.com/song
The Role:
We are seeking a highly effective Customer Technology and Delivery Lead to join our Song team in Australia and New Zealand. This role will be responsible for the overall success and delivery of large and complex Customer Service Experience programs, focusing on the client relationship, business development, financials, technology solutioning, project delivery, resourcing, and overall program health.Ideal candidates will have a consulting background and will have experience managing programs that combine advisory, service experience design, and technology solutioning and delivery.
Your Role:
- A highly client-facing role to solution and head end-to-end delivery of complex, global and large-scale Service solutions crossing customer channels, front and back-office processes
- Develops strong working relationships with the senior management team, supports our go-to-market teams with business development as a subject matter expert, and identifies follow-on project opportunities
- Owns critical relationships with third party platform providers of customer service technologies, from front-office technologies such as voice and chat solutions through to CRM, CLM and process orchestration systems
- Plans and estimates delivery work with an Agile approach, focusing on project milestones, resource planning (both on-shore and off-shore), scope, budget, risk identification and mitigation planning
- Manage experience-led teams in developing strategic vision and creative UI/UX design
- Interacts with client stakeholders for business justification, funding, scope and timeline
Here’s What You Need:
- Experience managing the successful delivery of Service Experience platform & operations projects
- Experience delivering projects which have integrated one or more of the functional capabilities listed below:
- Customer Service Channels (B2C, B2B)
- Cross-channel Service Experiences
- Service Delivery Operations (Service Centre, Call Centre, Field Service Operations)
- Service Delivery enablement (field worker, 3rd party management)
- Distributed Service support networks
- AI powered service operations
- Service sales & marketing
- Experience implementing comprehensive service center & field service software suites such as Salesforce, Microsoft DCCP, HubSpot, Pega, Service Now, IFS, Genesys, Nice, Sprinklr, Twilio, Live Person
- Experience with both Waterfall and Agile SDLC, implementing large, complex customer service programs