Process and Customer Experience Consultant - SONG

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

We do this through growth, product and experience design; technology platforms; creative, media, and marketing strategy, as well as campaign, content, and channel orchestration.

We are looking for a professional with solid 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.

• Process mapping and redesign (AS-IS / TO-BE).

• Knowledge of industry best practices and operational benchmarking.

• Ability to identify and understand end-customer needs.

• Knowledge of 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/onboarding, warranty processes, and service and performance analytics.

• Ability to identify 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.

BENEFITS:

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

Additionally, we offer you other benefits such as:

• Medical, Life, and accident insurance

• Medical services and wellness programs

• Flexible compensation program and stock purchase plan

• Flexibility programs (working hours, days off, vacations...)

• Individualized training plan

• Sustainability programs and Accenture Foundation

• Employee diversity networks

• Other benefits: Bankinter Office with special conditions and profit sharing

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

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 atwww.accenture.com

• Demonstrated experience in consulting for process management within the customer experience domain

• Use of BPM, Lean, and Six Sigma tools and methodologies.

• Customer orientation and Customer Journey: Ability to design user-centered processes aligned with industry best practices.

• Analysis and continuous improvement: Identification of inefficiencies, operational benchmarking, and prioritization of initiatives with tangible impact.

• Additional skills: Critical thinking, effective communication, and change management skills.

We believe that no one should be discriminated against because of their differences. All employment decisions shall 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 legally protected status. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities.

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.

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.

• 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.

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

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

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 atwww.accenture.com

• 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.

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.