Job Title - GN - SONG - Service - Amazon Connect – Analyst

Management Level: 11-Analyst

Location: Gurugram, DDC1A, NonSTPI

Must-have skills: Contact Center Strategy

Good to have skills: Strong problem-solving skills, adaptability to changing business needs, and expertise in cross-functional collaboration.

Job Summary:

As part of the team, you will work on transformative engagement driven by key offerings like Marketing Transformation, Connected Commerce and Advanced Customer Engagement. You will work closely with our clients as consulting professionals who design, build and implement initiatives that can help enhance business performance.

Roles & Responsibilities:

•            Lead and contribute to engagements around the design and implementation of innovative service strategies across various industries, focusing on enhancing customer value and operational efficiency.

•            Design and orchestrate seamless and efficient service delivery models, leveraging technology and human-centered design principles.

•            Conduct in-depth market research and competitive analysis to identify emerging trends and best practices in service design.

•            Collaborate with cross-functional teams (e.g., technology, operations, product development, client business functions) to develop and implement service design solutions.

•            Develop and implement customer journey maps, identifying key touchpoints, pain points, and opportunities for improvement.

•            Develop and present compelling proposals and presentations to clients, articulating the value proposition of service design solutions.

•            Manage project timelines, budgets, and resources effectively, ensuring project deliverables are met on time and within scope.

•            Stay abreast of the latest advancements in service design methodologies, technologies, and industry best practices and demonstrate though leadership

Professional & Technical Skills:
•            Proven experience in service design, customer experience management, or a related field.

•            Strong understanding of service design methodologies, including journey mapping, service blueprinting, and design thinking.

•            Experience in conducting user research, data analysis, and competitive analysis.

•            Excellent communication, presentation, and interpersonal skills.

•            Strong analytical and problem-solving skills with the ability to think strategically and creatively.

•            Experience working in a fast-paced, client-facing environment.

•            Proficiency in relevant software tools (e.g., design software, data analysis tools)

•            Proficiency in assessing UI/UX

• Deep understanding of specific industries preferred (e.g., financial services, healthcare, telecommunications, retail) and their unique service challenges and opportunities.
• Familiarity with technology trends and emerging technologies (e.g., AI, IoT, blockchain, cloud computing) and their potential impact on service delivery.
• Awareness of relevant regulations and compliance requirements related to service delivery in different industries.

Additional Information:
•            An opportunity to work on transformative projects with key G2000 clients

•            Potential to Co-create with leaders in strategy, industry experts, enterprise function practitioners and, business intelligence professionals to shape and recommend innovative solutions that leverage emerging technologies.

•            Ability to embed responsible business into everything—from how you service your clients to how you operate as a responsible professional.

•            Personalized training modules to develop your strategy & consulting acumen to grow your skills, industry knowledge and capabilities

•            Opportunity to thrive in a culture that is committed to accelerate equality for all. Engage in boundaryless collaboration across the entire organization.

About Our Company | Accenture

Experience: 3 to 5 Years

Educational Qualification: Any Degree

About Accenture

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.

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