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Customer Service Transformation Manager – SONG

Hybrid in Madrid·Full-time·Added 6 days ago

Accenture

445 open roles

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Overview

Job details

  • Full-time hours

    Per the ad.

  • Hybrid

    Office and home days — the ad has the split.

Requirements

  • Have the right to work in Spain

    Accenture doesn't mention sponsorship in the ad.

  • Speak fluent Spanish

    Listed as a requirement in the ad.

  • Work in English

    English is required, per the ad.

  • Be near Madrid for hybrid days

    No relocation package mentioned.

  • Have 10+ years of experience

    Senior-level role.

This job was automatically translated to English,.

The role

At Accenture Song, we combine creativity, technology and industry expertise to help our clients reimagine customer service experiences that drive growth and efficiency.

As a Customer Service Lead, you will be responsible for shaping and delivering transformation programmes that leverage digital platforms, data and AI to reinvent service operations across industries.

We are looking for a profile with experience in Customer Experience, CRM, and business transformation, capable of working from a strategic and cross-functional perspective.

The person will participate in consulting projects aimed at enhancing customer relationships, designing operating models, and leveraging technology to drive business outcomes.

What you'll do

  • Participate in Customer Experience transformation projects, contributing to the definition of strategies, operating models, and improvements in customer processes.
  • Analyze business needs and propose solutions that integrate people, processes, and technology, particularly in CRM and customer engagement environments.
  • Collaborate with business and technology stakeholders to identify opportunities for improving customer experience and operational efficiency.
  • Contribute to the design and implementation of initiatives related to CRM, omnichannel, customer journey, and commercial models.
  • Support team management and coordination of deliverables in consulting projects.
  • Participate in proposal development and business development activities within the practice.

What we're looking for

  • A profile with a consulting mindset and strong business orientation
  • Strong communication skills and ability to engage effectively with clients

Requirements

What we're looking for

  • Previous experience (+10 years) in consulting in areas related to Customer Experience, CRM, digital transformation, or business.
  • Solid understanding of consulting methodologies and approaches (process definition, operating models, business analysis).
  • Familiarity with CRM solutions (Salesforce, Dynamics, or others) and digital environments related to customer engagement.
  • Interest in and understanding of digital trends: data, analytics, customer experience, digital marketing, and/or emerging technologies (including AI).
  • Experience working in collaborative and multidisciplinary environments.
  • Experience with Agile methodologies is a plus.

Education & certifications

  • University degree.

Languages

  • High level of English and Spanish.

Pay & benefits

What you'll get

At Accenture, recognised as a Great Place To Work®, we embrace a hybrid work model that combines technology and human connection to maintain our inclusive and diverse culture. According to Refinitiv, we are the most diverse company in the world.

Additional benefits include:

  • Medical, life and accident insurance

  • Health services and wellness programmes

  • Flexible compensation and share purchase plans

  • Flexibility programmes (working hours, time off, holidays)

  • Personalised training paths

  • Sustainability programmes and Accenture Foundation

  • Employee diversity networks

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

Hiring process

2 steps1 interviewa task to do

  1. Solicitud · 15 min

  2. Revisión de la solicitud · With reclutadores

  3. Entrevistas

    Te contactan por teléfono o email (Workday) para programar entrevistas por teléfono, videoconferencia o en persona.

  4. Actividad online

    Online test · Not every role

    Para algunos puestos piden completar una actividad online sobre habilidades técnicas, fortalezas o toma de decisiones.

  5. Oferta

  • El tiempo de respuesta depende del puesto y del área; el reclutador es quien puede orientarte.
  • Si no te seleccionan, conservan tu información para futuras oportunidades.

About Accenture

Accenture is a global professional services company specializing in information technology services and consulting, with a workforce of over 700,000 people serving clients in more than 120 countries. The company operates across five business areas: Strategy and Consulting, Technology, Operations, Industry X, and Song, offering services that range from digital transformation and AI implementation to SAP integration and cybersecurity. Accenture is recognized as a global leader in consulting and technology services, consistently ranked among the world's largest and most influential firms in its sector.

In Spain, Accenture has a significant presence with offices in Madrid, Barcelona, and other major cities, employing thousands of professionals. The company is a major employer of international talent, offering roles in areas such as SAP consulting, AI engineering, cybersecurity, and digital design. Accenture's work culture emphasizes innovation, continuous learning, and diversity, making it an attractive destination for professionals seeking to advance their careers in a global environment. With a strong focus on emerging technologies like generative AI and agentic AI, Accenture Spain provides ample opportunities for international hires to work on cutting-edge projects.

Industry
Consulting
Founded
1989
Employees
500,000+
Headquarters
Dublin, Ireland
In Spain
Madrid, Barcelona, Bilbao and 4 more
Website
accenture.com

Good to know if you are moving

  • Accenture Spain has offices in Madrid, Barcelona, and other cities, with a large number of roles in technology and consulting.
  • The company offers a global career framework, making it easier for international hires to transfer between countries.
  • Accenture is known for its strong focus on learning and development, with extensive training programs and certifications.
  • Many roles in Spain are bilingual, requiring both Spanish and English, but some positions are open to English-only speakers.
  • Accenture provides visa sponsorship and relocation support for qualified international candidates.

In their own words

About the company & team

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

Additional information

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.

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