We are:

Accenture Song accelerates growth and value for our clients through sustained customer relevance. Our capabilities span ideation to execution: growth,productand experience design; technology and experience platforms; creative,mediaand marketing strategy; and campaign,contentand channel orchestration. With strong client relationships and deep industryexpertise, we help our clientsoperateat the speed of life through the unlimited potential of imagination,technologyand intelligence. Visit us at: www.accenture.com/song 

Team

The Service teamis responsible forhelping clients reinventService through Human + Agentic AI, modern CRM/CCaaSplatforms and AI-enabled operating models — delivering measurable client valueWe help clients move from reactive, channel-based service to proactive, conversational experiences by combining AI agents with humanexpertiseWe transform CRM,CCaaSand customer service ecosystems through platform modernization, Conversational AI, Agentic AI, dataintegrationand knowledge management.We redesign operating models, workforce,processesand governance to maximize the value of AI and continuously improve performance.

Our Service team consists of15talented and engagedcolleagues.We work on diverse client projects but stayclosely connectedthrough regularmeet-upsand knowledge sharing–fostering an energetic, collaborative culture whereyou’llalso play a key role in coaching and developing others.

You are:

You are an expert in customerserviceand contact centers, with an understanding ofthe customerservice ecosystems and technology You understand the ins and outs of customer support organizations, what drives call volume, how to think about customer support in a digital, self-service manner andyou’reready to apply your knowledge to help clientsoptimizeand transform their customer service solutions.You bring thisexpertisefrom both an advisory and delivery perspective: shaping the strategy and target solution while also translating it into actionable plans and driving implementation.You’veexperimented with or implemented GenAI solutions and understand how they can be used to drive efficiencies and enhance the experience for both customers and agents.

You’vepreviously led customer support transformations and understand what it takes to deliver large-scale technology change. You are comfortable moving from strategy and advisory into hands-on delivery,identifyingand quantifying cost savings or revenue opportunities, defining initiatives to realize value, and executing them through implementation. Additionally, you are familiar with the selling process and have pitched proposals and solutions to solve client problems.

Working in an agile, fast-paced environment at the forefront ofnew trendsenergizes you, andyou’reat your best when contributing to a team. You combine creative and analytical thinking with a get-it-done mentality, turning complex challenges into practical solutions and measurable outcomes. Your leadership and communication skills are strong, and you know how to work effectively with everyone from junior colleagues to executivestakeholders.

The work 

• Evaluate clients’ current customer service offerings and organizations,identifygaps and opportunities,generateand prioritize recommendations, offering strategic solutions that address their unique needs and business goals

• Quantify business cases, estimating the value impact of your recommendations, and sequence transformation roadmaps to realize benefits over time

• Lead delivery teams to redesign clients’ organizational structure, processes, and technology capabilities so they can deliveroptimalcustomer service experiences

• Collaborate across teams, from visual designers to developers and data scientists to in-industry subject matter advisors, to generate insights and deliver customer-centric, insight-driven solutions

• Help advise on how technologies, includingCCaaS, CRM, and GenAI can beleveragedto deliver on target outcomes such as revenue growth, cost-savings, and improved experiences

• Advise clients on ways to measure success and improve their customer-centric metrics

• Establish relationships with client stakeholders and build long-term partnerships for Accenture

• Identifyopportunities and drive new business development efforts to help new and existing clients transform their customer service

• Manage and coach junior team members, and continue to grow your ownexpertise

With all our roles, there is some in-person time for collaboration, learning and building relationships with clients, peers, leaders, and communities. As an employer, we will be as flexible as possible to support your specific work/life needs. 

Bonus points if

• You have experience in consulting

• You haveexpertiseworking with organizations withinFinancial Services,ConsumerGoodsand/orRetail

• You are fluent in Dutch (spoken and written)

What’sin it for you? 

Accenture is a global company with a world-class brand and reputation. Our people are Change Makers, and to support them as an employer, we make five promises: 

Work with flexibility, in a culture based ontrust. 

Embrace a sustainable growthmindset. 

Live a human-led culture of Inclusion & Diversity by caring deeply for all our people. 

Lead and transform our clients withtechnology. 

Connect with our global network of 700.000 colleagues. 

These promises are reflected through our excellent employee benefits, including:  

[The Recruiter can choose 5 benefits of the employee benefits page, depending on target audience] 

Unlimited learning: access to thousands of free courses,classesandworkshops.  

‘Do Good’ volunteeringprogram.  

Paid transport (budget for electric bicycle or car, NS-Business card); 

A laptop, iPhone, and home office setupallowance. 

Social activities like Friday Drinks, sporteventsand parties 

Process

If you apply for this role,please make sure to uploadyourCV and cover letter.You may be invited foran interview, potentially followed by a 2nd(case)interviewlater.

What we believe 

Accenture is an equal opportunity employer.Our leaders are committed to building a better,strongerand moreequitablecompany for future generations to create positive, long-lasting change. Inclusion and diversity are fundamental to our culture and core values.We celebrate diversity and are committed to creating an inclusive environment for all employees.Our rich diversity makes us more innovative and creative, which helps us better serve our clients and our communities.  

Our position as partner to many of the world’s leading businesses, organizations and governments affords us both an extraordinary opportunity and a tremendous responsibility to make a difference. Sustainability is one of our greatest responsibilities, which weembed itinto everything we do and for everyone we work with.