Customer Service Transformation Consultant to Accenture Song in Oslo
Core
Redesign customer service strategies and operating models while implementing modern CRM, CCaaS, and AI solutions to create proactive, conversational experiences.
Role type
Senior IC Customer Service Transformation Consultant
Builds
Customer service operating models, transformation roadmaps, and client proposals
Domain
Professional Services / Customer Experience / Contact Center
Deliverable
product features
Required skills
Customer service ecosystem knowledge, strategy formulation, business case development, operating model redesign, CRM/CCaaS platform expertise, GenAI application, proposal development
Preferred skills
Consulting experience, Norwegian fluency
Technologies
Salesforce, Dynamics, CCaaS platforms, GenAI tools
Responsibilities
Assess client customer-service organizations and recommend solutions; Build business cases and define transformation roadmaps; Redesign operating models, processes, and technology; Collaborate with designers, developers, and data scientists; Advise clients on CRM, CCaaS, and GenAI for revenue and cost optimization; Support proposals and new business development; Mentor junior colleagues
Seniority
Mid-Senior, hands-on IC with leadership responsibilities
