Reinvention Lead - Customer Experience & Channels

About the role

Accenture is looking for a senior customer transformation lead for Avanade Next, the AI consulting practice. You will own how AI changes customer growth, engagement, digital channels, assisted service and contact centre operations across sales, service and support. The role covers the Customer Experience & Channels domain across APAC.

Key responsibilities

• Lead thinking on AI-enabled customer growth, personalisation, loyalty, digital service and assisted channels, and build a senior market presence through executive workshops, client roundtables and strategic partnerships, including joint activity with Microsoft.
• Advise Boards and CXOs on customer engagement, channel strategy, contact centre economics and human-plus-AI service models, and originate mandates that improve customer outcomes, growth, loyalty, service quality and operating efficiency.
• Partner with Client Groups, Industry Leads, Account Teams and Microsoft account teams to turn customer transformation opportunities into signed work, including co-sell.
• Take clients from journey diagnosis to target experience, channel architecture, operating model and production roadmap, designing AI-enabled journeys across acquisition, onboarding, engagement, service, retention, complaints and support.
• Redesign digital, assisted and contact centre operations through agent assist, knowledge automation, proactive service and AI-enabled service models.
• Build customer transformation capability through hiring and mentoring, contribute customer, channel and contact centre assets to the APAC library, and work with Service Designers, Trust Architects, Value Architects and FDEs to move from concept to production.

Required profile

• 10+ years in customer experience, digital channels, contact centre transformation, service operations or customer-led consulting.
• CXO advisory experience with customer, digital, operations, technology or contact centre leaders.
• Based in ANZ or SEA with APAC-wide deployment and regional travel.

Required skills

• Deep understanding of customer journeys, digital self-service, assisted service, contact centre economics and service operations.
• Practical command of AI value in customer engagement, including agent assist, conversational AI, personalisation, quality and human-agent collaboration.
• Judgement on trust, risk, security and adoption in customer-facing AI.
• Working knowledge of the conduct and consumer obligations that constrain customer-facing AI in APAC, such as complaints handling, vulnerable customers and regulated advice.