Functional Consultant Customer Service (Madrid)

Accenture Song is the place where experiences that help improve people's lives are designed. We reimagine industries, products, and services. If you believe that our clients will only gain relevance through technology and digitalization, your place is with us.

• Participate in consulting projects related to improving customer experience and the efficiency of service operations.
• Analyze and optimize Customer Service processes (AS-IS / TO-BE), identifying opportunities for improvement, automation, and self-service.
• Define and monitor operational KPIs and experience metrics, supported by reporting and data analysis tools.
• Collaborate with business, technology, and data teams, acting as the bridge between functional needs and digital solutions.
• Support presales initiatives, preparing proposals, presentations, and workshops for clients.
• Participate in digital innovation projects in Customer Service, such as new service channels, omnichannel improvements, self-service, or virtual assistants.
• Work with diverse teams and projects within Service Advisory, adapting to different sectors, clients, and levels of maturity.

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.

In addition, 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

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

• 4-6 years of experience in digital transformation environments within Customer Service, Contact Center, operations management, or service management, acting as a bridge between business and technology.
• Experience in process analysis, KPI tracking, SLAs, and operational efficiency improvement.
• Participation in projects involving multiple stakeholders (business, IT, operations, data).
• Experience with:
  • Service channels (voice, chat, email, self-service).
  • Reporting and data analysis for decision-making.
  • Transformation or service improvement projects.
  • Knowledge of Customer Service tools, CRM, or reporting platforms.
• B2-C1 level of English
• Consulting-level knowledge of Contact Center platforms and customer service (GENESYS/AMAZON CONNECT), customer experience and satisfaction measurement solutions (Medallia, Trustpilot), and omnichannel and self-service environments.
• Knowledge of data and reporting tools such as Power BI and Excel.
• Experience using tools in business environments (CRM) from a functional and business-oriented perspective.

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 es el lugar donde se diseñan experiencias que ayudan a mejorar la vida de las personas. Reimaginamos las industrias, productos y servicios. Si crees que nuestros clientes solo ganarán relevancia a través de la tecnología y la digitalización, tu lugar está con nosotros.

• Participar en proyectos de consultoría relacionados con la mejora de la experiencia de cliente y la eficiencia de los servicios de atención.
• Analizar y optimizar procesos de Customer Service (AS-IS / TO-BE), identificando oportunidades de mejora, automatización y autoservicio.
• Definir y hacer seguimiento de KPIs operativos y de experiencia, apoyándote en herramientas de reporting y análisis de datos.
• Colaborar con equipos de negocio, tecnología y data como nexo entre las necesidades funcionales y las soluciones digitales.
• Apoyar iniciativas de presales, elaboración de propuestas, presentaciones y workshops con cliente.
• Participar en proyectos de innovación digital en Customer Service, como nuevos canales de atención, mejoras omnicanal, autoservicio o asistentes virtuales.
• Trabajar con equipos y proyectos diversos dentro de Service Advisory, adaptándote a distintos sectores, clientes y niveles de madurez.

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

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

• 4-6 años de experiencia en entornos de transformación digital en Customer Service, Contact Center, operaciones o gestión de servicios actuando como puente entre negocio y tecnología.
• Experiencia en análisis de procesos, seguimiento de KPIs, SLAs y mejora de la eficiencia operativa.
• Participación en proyectos con múltiples stakeholders (negocio, IT, operaciones, data).
• Experiencia en:
  • Canales de atención (voz, chat, email, autoservicio).
  • Reporting y análisis de datos para la toma de decisiones.
  • Proyectos de transformación o mejora de servicios.
  • Conocimiento de herramientas de Customer Service, CRM o plataformas de reporting.
• Nivel B2-C1 de inglés
• Conocimiento a nivel consultoría en plataformas de Contact Center y atención al cliente (GENESYS/AMAZON CONNECT), soluciones de medición de la experiencia y satisfacción del cliente (Medallia, Trustpilot) y entornos omnicanal y de autoservicio.
• Conocimiento de herramientas de data y reporting como Power BI y Excel.
• Experiencia en uso de herramientas en entornos empresariales (CRM) desde un enfoque funcional y orientado a negocio.

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.