Customer Experience (CX) Manager

Accenture Strategy & Consulting – Global Network SONG is seeking an experienced Customer Experience (CX) Manager to lead customer service transformation programs across industries. This role combines strategic advisory, stakeholder management, delivery leadership, and business development to help clients enhance customer experience, improve operational efficiency, and accelerate business growth through cloud-based customer engagement and AI-enabled solutions.

You will work closely with senior client stakeholders, cross-functional delivery teams, and Accenture leadership to shape and deliver large-scale CX transformation initiatives while building long-term client relationships and driving business impact.

Key Responsibilities

• 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.

About the Company / Team

We work with one shared purpose: to deliver on the promise of technology and human ingenuity. Every day, more than 775,000 of us help our stakeholders continuously reinvent. Together, we drive positive change and deliver value to our clients, partners, shareholders, communities, and each other.

We believe that delivering value requires innovation, and innovation thrives in an inclusive and diverse environment. We actively foster a workplace free from bias, where everyone feels a sense of belonging and is respected and empowered to do their best work.

At Accenture, we see well-being holistically, supporting our people's physical, mental, and financial health. We also provide opportunities to keep skills relevant through certifications, learning, and diverse work experiences. We're proud to be consistently recognized as one of the World's Best Workplaces™.

Join Accenture to work at the heart of change. Visit us at www.accenture.com.

Equal Employment Opportunity Statement

All employment decisions shall be made without regard to age, race, creed, color, 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 protected by federal, state, or local law.

Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.

Accenture is committed to providing veteran employment opportunities to our service men and women.