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

We are a WORK180 Endorsed Employer, to see our benefits and policies click here

What We Offer:

Accenture is an incredible place to work - and you will keep learning. Besides our high-profile, challenging projects and our nurturing work environment, we offer excellent employee benefits, including:

• Progressive Employee Benefits Total Rewards | Accenture including industry leading leave options and flexible work arrangements.

• Global career progression and opportunity to take your career to the next level.

• An opportunity to work across technologies you are passionate about – cross skill, develop and grow.

#LI_GM

About Accenture

Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with 750,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. We are uniquely able to deliver tangible outcomes because of our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song. These capabilities, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities. Visit us at www.accenture.com

Equal Employment Opportunity Statement for Australia:

At Accenture, we recognize that our people are multi-dimensional, and we create a work environment where all people feel like they can bring their authentic selves to work, every day.

Our unwavering commitment to inclusion and diversity unleashes innovation and creates a culture where everyone feels they have equal opportunity. Our range of progressive policies support flexibility in ‘where’, ‘when’ and ‘how’ our people work to ensure that Accenture is an organisation where you can strive for more, achieve great things and maintain the balance and wellbeing you need.

We encourage applications from all people, and we are committed to removing barriers to the recruitment process and employee lifecycle. All employment decisions shall be made without regard to age, disability status, ethnicity, gender, gender identity or expression, religion or sexual orientation and we do not tolerate discrimination. If you require adjustments to the recruitment process or have a preferred communication method, please email [email protected] and cite the relevant Job Number, or contact us on +61 2 9005 5000.

To ensure our workplace is inclusive and diverse we are setting bold goals and taking comprehensive action. To achieve these goals, we collect information that allows us to track the effectiveness of our Inclusion and Diversity programs. Learn how Accenture protects your personal data and know your rights in relation to your personal data. Read more about our Privacy Statement.