Customer Service Next Gen Technology Delivery Lead
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. We do this in three ways: by transforming organizations through standout products and services; by building and delivering award-winning campaigns so brands can engage and communicate creatively with customers at scale; and by using our top-notch skills to pilot, integrate, scale, and run the platforms that underpin the world’s greatest experiences. Visit us at: www.accenture.com/song
The digital economy has caused a massive increase in the amount and importance of digital content. Digital content and the customer experiences it fuels are, together, a vital expression of a brand’s voice and purpose. We help leading brands create and deliver the right content for the right customer at the right time for immersive, relevant experiences. We offer an end-to-end approach to the content lifecycle and cut through the complexity for improved speed to market and relevance, at scale. Our unique tools and services organize, store and optimize content, including taxonomy, rights and asset management, analytics and quality assurance.
We are looking for a highly effective technology program Delivery Lead to join our Song team. An individual filling this role will be responsible for the overall success of technology focused Service Experience programs, focusing on the client relationship, financials, project delivery, resourcing, and overall program health. Ideal candidates will have a consulting background and will have experience managing programs that combine strategy, service experience design, and technology disciplines.
Works in a highly client-facing role to lead the end-to-end delivery lifecycle of complex, global and large-scale Service solutions crossing customer channels and service center Backoffice service solutions.
Develops strong working relationships with the senior management team and identifies follow-on project opportunities
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
Manages day to day on-shore and off-shore project teams during the project lifecycle
Manages the project ideation, gathering the high-level business requirements, defining the detailed requirements and process into epics and stories
Manages experience-led teams in developing strategic vision and creative UI/UX design
Manages and contributes to development of the platform migration and global roll out strategy and execution
Interacts with client stakeholders for business justification, funding, scope and timeline
Contributes to the ongoing development of solution/program offering approaches, methodologies, techniques, business development tools, and growing our resources
Travel: As required for client support.
Location: Primary residency within 90 minutes of an approved Accenture office