Senior Manager - Value Architect

About the role

Accenture Song, the world's largest tech-powered creative group, is looking for a Senior Manager - Value Architect to join its growing Value Architecture Center of Excellence. The role supports strategic transformation opportunities for Fortune 1000 clients, helping them understand, quantify and realize the business value of Customer Service and Customer Experience transformation initiatives. It sits at the intersection of customer service transformation, customer experience strategy, business value advisory, AI and automation, executive consulting and commercial strategy.

Key responsibilities

• Build and present quantified value propositions that articulate expected business outcomes and investment benefits.
• Develop business cases, ROI models and value realization frameworks for strategic transformation initiatives.
• Partner with senior client stakeholders and Accenture leadership to define growth opportunities and transformation strategies.
• Lead assessments of current-state capabilities and identify opportunities for operational improvement and value creation.
• Develop data-driven executive narratives that support client decision-making and strategic investments.
• Collaborate with Customer Service, Customer Experience, Technology and AI experts to validate value assumptions and business outcomes.
• Create reusable value architecture assets, benchmark libraries and ROI accelerators for future engagements.
• Incorporate AI-enabled approaches, automation opportunities and emerging service models into next-generation value cases.
• Support pursuit and commercial teams in developing differentiated value-led propositions.
• Coach and support junior team members while contributing to the evolution of the Value Architecture practice.

Required profile

• Bachelor's degree.
• 15+ years of experience in one or more of: Customer Service, Customer Experience, Customer Operations, Contact Center Transformation, Business Consulting, Value Advisory, Digital Transformation.
• Experience developing business cases, value frameworks or ROI models.
• Experience presenting recommendations and business insights to senior stakeholders.
• Strong analytical and problem-solving capabilities, and excellent written and verbal communication skills in English.
• Preferred: experience in consulting, advisory, strategy or transformation environments; knowledge of AI, automation, conversational AI or digital service technologies; understanding of customer service performance metrics; experience with executive-level and C-suite stakeholders.