Customer Experience (CX) Manager

• Lead end-to-end customer experience and contact center transformation programs from strategy through implementation.

• Advise business and technology stakeholders on customer service modernization, operating model design, and AI-enabled customer engagement strategies.

• Conduct customer experience assessments, identify capability gaps, and develop transformation roadmaps aligned to business objectives.

• Facilitate executive workshops, design-thinking sessions, and stakeholder discussions to define future-state customer engagement strategies.

• Lead solution design, delivery governance, risk management, and quality assurance across complex transformation programs.

• Manage and mentor consulting teams, providing coaching, performance guidance, and career development support.

• Collaborate with technology, operations, analytics, and customer service teams to deliver integrated business solutions.

• Support business development activities, including proposal development, client presentations, solution shaping, RFP responses, and opportunity identification.

• Build reusable assets, thought leadership content, and innovative offerings to strengthen Accenture's Customer Experience practice.

• Drive continuous improvement initiatives and promote adoption of agile delivery methodologies across engagements.

Required Qualifications

• Bachelor's degree in Computer Science, Engineering, Telecommunications, Business, or a related discipline.

• Minimum 8 years of experience in customer experience, customer service, contact center transformation, consulting, or related fields.

• Proven experience leading complex transformation programs involving cloud-based customer engagement platforms, conversational AI, or customer service technologies.

• Demonstrated ability to manage executive stakeholders and influence strategic business decisions.

• Experience leading multi-disciplinary teams across business and technology workstreams.

• Strong problem-solving, analytical, communication, and stakeholder management skills.

• Experience delivering projects using agile methodologies and structured delivery governance practices.

Preferred Qualifications

• Experience with customer engagement, contact center, conversational AI, or customer service transformation platforms.

• Exposure to Generative AI, conversational AI, automation, and customer analytics solutions.

• Experience supporting business development activities, including proposals, pursuits, and client workshops.

• Knowledge of customer journey design, service operations, and customer experience management frameworks.

• Experience working with regional or global stakeholders across multiple markets.

• Strong executive presentation and storytelling skills.