Accenture is a leading global professional services company that provides a vast range of services in strategy, consulting, technology, and operations. With a workforce of over 700,000 people serving clients in more than 120 countries, it is a powerhouse in digital transformation, cloud services, and cybersecurity. The company is recognized for its massive scale and its ability to integrate business and technology to drive value for the world's largest organizations.

In Spain, Accenture is one of the largest private employers in the professional services sector, maintaining a significant presence across several regions including Madrid, Barcelona, and Málaga. The company is highly attractive to international professionals due to its diverse project portfolio, multicultural teams, and structured career development paths. It frequently recruits for specialized roles in Industry X, Salesforce, and cloud engineering, often serving as a major entry point for foreign talent into the Spanish corporate landscape.

Originally the consulting arm of Arthur Andersen, the firm became independent in 1989 as Andersen Consulting. It officially rebranded to Accenture in 2001 and has since grown into a global leader through organic growth and hundreds of strategic acquisitions.

Consultor/a de Procesos y Experiencia del Cliente - SONG

Accenture

This job was originally posted in Spanish and automatically translated to English. You'll most likely need Spanish to apply.

Job Description

Accenture Song accelerates growth and value for our clients. It's where professionals reimagine industries, products, and services, from ideation to execution.

We do this through growth, product and experience design; technology platforms; creative, media and marketing strategy, as well as the orchestration of campaigns, content and channels.

🌐 Visit us at: https://www.accenture.com/song

We are seeking a professional with extensive experience in process mapping, analysis, and redesign (AS-IS/TO-BE), capable of applying continuous improvement methodologies to optimize efficiency and customer experience. This role requires a strategic and operational vision to identify pain points, inefficiencies, and automation opportunities, ensuring that initiatives generate real value for the business.

FUNCTIONS :

Process mapping and redesign (AS-IS / TO-BE).
Knowledge of industry best practices and operational benchmarking
Ability to identify and understand the needs of the end customer.
Knowledge in Customer Journey mapping and user-centered process design.
Application of continuous improvement methodologies to increase efficiency.
Deep understanding of processes such as: customer service, technical and functional support, knowledge management, service contracting/registration, warranty processes, service and performance analytics.
Ability to detect pain points, inefficiencies, and opportunities for automation or simplification.
Ability to identify activities that generate real value for the business and the customer.
Critical and proactive thinking to prioritize initiatives with tangible impact.

REQUIREMENTS :

Proven experience in process management consulting in the field of customer experience
Use of BPM, Lean, and Six Sigma tools and methodologies.
Customer orientation and Customer Journey : Ability to design user-centered processes aligned with best industry practices.
Analysis and continuous improvement : Identification of inefficiencies, operational benchmarking and prioritization of initiatives with tangible impact.
Additional skills : Critical thinking, effective communication, and the ability to manage change.

BENEFITS :

At Accenture, a company recognized as a Great Place to Work®, we are committed to a hybrid work model that, thanks to technology and our facilities, allows us to maintain the essential human connection for working with our teams and clients. This connection enables us to uphold our culture of inclusion and diversity and to be, according to Refinitiv, the most diverse company in the world.

In addition, we offer you other benefits such as:

Health, life and accident insurance
Medical services and wellness programs
Flexible compensation and stock purchase program
Flexible programs (schedule, days off, vacations...)
Individualized training itinerary
Sustainability programs and the Accenture Foundation
Employee network for diversity
Other benefits: Bankinter branch with special conditions and profit sharing

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 approximately 791,000 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. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, 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

Declaration of equal employment opportunities

We believe no one should be discriminated against because of their differences. All employment decisions will be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability, military veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship, or any other criterion protected by applicable law. Our rich diversity makes us more innovative, competitive, and creative, helping us better serve our customers and communities.

View original advert (Spanish)

Accenture Song acelera el crecimiento y el valor para nuestros clientes. Es el lugar donde los profesionales reimaginamos las industrias, productos y servicios abarcando desde la ideación hasta la ejecución.

Lo hacemos a través del crecimiento, diseño de productos y experiencias; plataformas de tecnología; estrategia creativa, de medios y de marketing, así como la orquestación de campañas, contenidos y canales.

🌐 Visítanos en: https://www.accenture.com/song

Buscamos un profesional con sólida experiencia en levantamiento, análisis y rediseño de procesos (AS-IS / TO-BE), capaz de aplicar metodologías de mejora continua para optimizar la eficiencia y la experiencia del cliente. Este rol requiere una visión estratégica y operativa para identificar puntos de dolor, ineficiencias y oportunidades de automatización, asegurando que las iniciativas generen valor real para el negocio.

FUNCIONES:

Levantamiento y rediseño de procesos (AS-IS / TO-BE).
Conocimiento de buenas prácticas del sector y benchmarking operativo
Capacidad para identificar y comprender las necesidades del cliente final.
Conocimiento en mapeo del Customer Journey y diseño de procesos centrados en el usuario.
Aplicación de metodologías de mejora continua para aumentar la eficiencia.
Comprensión profunda de procesos como: atención al cliente, soporte técnico y funcional, gestión del conocimiento, contratación/alta de servicios, procesos de garantía, analítica de servicio y rendimiento.
Habilidad para detectar puntos de dolor, ineficiencias y oportunidades de automatización o simplificación.
Capacidad para identificar actividades que generan valor real para el negocio y el cliente.
Pensamiento crítico y proactivo para priorizar iniciativas con impacto tangible.

REQUISITOS:

Experiencia demostrada en consultoría en gestión de procesos en el ámbito de experiencia de cliente
Uso de herramientas y metodologías BPM, Lean, Six Sigma.
Orientación al cliente y Customer Journey: Capacidad para diseñar procesos centrados en el usuario y alineados con buenas prácticas del sector.
Análisis y mejora continua: Identificación de ineficiencias, benchmarking operativo y priorización de iniciativas con impacto tangible.
Competencias adicionales: Pensamiento crítico, comunicación efectiva y habilidad para gestionar el cambio.

BENEFICIOS:

En Accenture, compañía reconocida como Great Place To Work®, apostamos por un modelo de híbrido de trabajo que, gracias a la tecnología y a nuestras instalaciones, nos permiten mantener la conexión humana esencial para trabajar con nuestros equipos y clientes. Una conexión que nos permite mantener nuestra cultura de inclusión y diversidad y ser, según Refinitiv, la empresa más diversa del mundo.

Además, te ofrecemos otros beneficios como:

Seguro médico, de Vida y accidentes
Servicio médico y programas de bienestar
Programa de retribución flexible y compra de acciones
Programas de flexibilidad (horaria, de días libres, vacaciones...)
Itinerario formativo individualizado
Programas de sostenibilidad y Fundación Accenture
Red de empleados por la diversidad
Otros beneficios: Oficina Bankinter con condiciones especiales y reparto de beneficios

About Accenture

Visit us atwww.accenture.com

Declaración de igualdad de oportunidades en el empleo

Creemos que nadie debe ser discriminado por sus diferencias. Todas las decisiones de empleo se tomarán sin importar la edad, raza, credo, color, religión, sexo, origen nacional, ascendencia, discapacidad, condición de veterano militar, orientación sexual, identidad o expresión de género, información genética, estado civil, ciudadanía ni ningún otro criterio protegido por la legislación aplicable. Nuestra rica diversidad nos hace más innovadores, competitivos y creativos, lo que nos ayuda a servir mejor a nuestros clientes y comunidades.