Customer Experience (CX) Manager

This role offers the opportunity to solve our clients’ toughest challenges, as you work with exceptional people, the latest tech and leading companies across the globe and spanning different industries.

​

Practice: Strategy & Consulting Global Network Song I Areas of Work: Customer Experience Level: Manager| Location: Manila | Years of Relevant Exp: 8+ years

Explore an Exciting Career at Accenture

Are you passionate about scaling businesses using in-depth frameworks and techniques to solve customer facing challenges? Do you want to design, build and implement strategies to enhance business performance? Does working in an inclusive and collaborative environment spark your interest?

Then, this is the right place for you! Welcome to a host of exciting global opportunities within Accenture’s Strategy & Consulting Global Network Song practice.

The Practice – A Brief Sketch

The Strategy & Consulting Global Network Song practice is aligned to the Global Network Song Practice of Accenture and works with clients across their marketing, sales and services functions. As part of the team, you will provide transformation services driven by key offerings like Marketing Transformation, Connected Commerce and Advanced Customer Engagement. These services help our clients become living businesses by optimizing their marketing, sales and customer service strategy, thereby driving cost reduction, revenue enhancement, customer satisfaction and impacting front end business metrics in a positive manner.

This role is a senior-level position within the Marketing transformation vertical of Accenture GN (Global Network) Song. The individual will be responsible for leading and overseeing strategic strategizing, designing, developing and implementing customer experience and user experience operating models and build organizational constructs that will empower clients to transform the way they deliver value through customer experience. This role requires strong consulting, leadership, and communication skills, and a deep understanding of customer experience technologies and trends. The key responsibility will include:

• Developing comprehensive customer experience strategies, assessing current customer experience trends, technologies, and capabilities, and identifying areas for improvement and transformation

• Creating new operating models and organizational structures that encompass people, processes, technology and governance within and across organizations to drive value and achieve desired business outcomes.

• Selling the Customer Experience as a Service offering services within Accenture and to clients, individually and as a subset of the Global Network Song offering package.

• Leading teams to deliver value through developing new and updated customer experience models, processes, change, training and communication plans for clients undergoing transformation.

• Leading delivery and management of Customer Experience, User Research and User Experience related assets, guiding teams with foundational knowledge of customer experience, user experience, managing project scope, and delivering high quality output.

• Support the growth of the Customer Experience team by identifying gaps in the team’s specializations and bringing on expert resources to develop a more holistic Customer Experience offering that aligns with the practice requirements.

• Collaborating closely with the clients to gather and analyze information, conduct journey mapping and service blueprinting to determine valuable opportunities, orchestrate roadmaps, organizations and operations for successful implementation of customer experience strategies.

• Leveraging knowledge of customer experience and user experience strategies to develop and implement plans and approaches, enabling client teams to adopt a "new way of working"

• Engaging with client leadership to collaborate on solutions and approaches that enhance their ability to meet business objectives.

• Supporting new business opportunities and participating in pitches and RFP responses

• Collaborating with other functional teams within the marketing Transformation practice to deliver more holistic transformation solutions

• Building relationships with relevant practices across Accenture to provide best-in-market solutions to clients, grow the Customer Experience practice offering, and drive overall business growth.

• Support and participate in thought leadership for customer experience challenges to orchestrate and operate in new ways, to achieve their goals

What’s in it for you?

• 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 Accenture:

Accenture is a leading global professional services company, providing a broad range of services and solutions in strategy, consulting, digital, technology and operations. Combining unmatched experience and specialized skills across more than 40 industries and all business functions — underpinned by the world’s largest delivery network — Accenture works at the intersection of business and technology to help clients improve their performance and create sustainable value for their stakeholders. With 624,000 people serving clients in more than 120 countries, Accenture drives innovation to improve the way the world works and lives. Visit us at www.accenture.com.

About Accenture Strategy & Consulting:

In Accenture Strategy & Consulting, we work with clients to shape their future. Drawing from years of leading business-driven and tech-enabled transformation at scale. As a recognized leader in driving change and innovation, serving clients in 120+ countries - we’re able to seek out and seize the greatest opportunities for our clients. Working in partnership with over 200 of the world’s leading ecosystem partners, we can re-tool traditional ways of working to enable new enterprise-wide intelligence and adaptability. Start your journey with us and be part of our global network of world-class Strategy and Management Consulting Talent today. To learn more about S&C, visit accenture.com/strategyandconsultingph.

Your experience counts!

• Bachelor’s Degree in Design, Journalism, Communications, Marketing or a related field; Masters degree holder is a plus

• Overall experience of 8+ years with at least 6 years in digital customer experience or design with a major consulting firm or leading MNC

• Experience in working with middle to senior management levels within existing organization / client organizations

• Hands-on experience and understanding of tools on Customer Journey Mapping, UX research, service blueprinting, Project Management Software like Asana, Trello, or Jira etc.

• Experience in conducting design thinking workshops, journey mapping and empathy mapping, developing service blueprints to inform customer experience transformation for digital platforms like websites, apps

• Experience in leading teams of UI/UX designers and customer experience strategists

• Experience in setting up and growing teams to meet needs across skills, geographies and industries

About Accenture:

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.